The Workforce Management Analyst operates as a key resource to assist multiple teams across the organization. The position is primarily focused on providing staffing analysis and support for contact centers and customer-facing operation teams. This position will primarily use the NICE tool set, Power BI, Excel and SQL to provide analysis and actionable insights to Operational leadership. This position will work across platforms to connect dots and tell data driven stories from both a customer and employee perspective. The ability to tell these stories in a way that can be easily consumed and actioned on by the business will be key to success. This individual must understand and assess the current state of the business process, technology, needs and gaps.
Responsibilities
The Workforce Management Analyst will be responsible for job functions including but not limited to the following:
Analyze workforce data to identify trends and insights for decision-making
Develop and maintain accurate workforce forecasts and staffing models
Collaborate with departments to create efficient scheduling and staffing plans
Monitor workforce performance metrics and recommend improvements
Provide data-driven recommendations to enhance workforce productivity and efficiency
Support the implementation of workforce management tools and technologies
Conduct regular audits and assessments of workforce processes
Prepare and present reports on workforce performance to senior management
Gather, review, and analyze business data, including KPIs, and other key metrics using data analytics tools.
Ability to effectively communicate and influence key stakeholders to support proposed strategies, process improvements and operational decisions
Resourcefulness and ability to devise creative solutions to problems
Use data modelling techniques to identify ways in which the organization can operate more effectively
Thrive as a team player in a fast paced, change oriented environment
Other duties as required by manager
Qualifications/Education
Bachelor’s degree required
2+ years of relavant experience (Data Analysis or Workforce Management working experience is a plus)
Strong analytical skills, being data curious, and attention to detail required
Ability to story tell trends and connect dots through analysis by department and cross-departmental.
Experience with NICE or similar technology platform
Proficiency in Microsoft Office tools, specifically Excel
Experience with data visualization tools (PowerBI or Tableau)
Strong communication and presentation skills required, both written and verbal
Protective’s targeted salary range for this position is $68,200 to $80,000. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees.
This position also offers additional incentive opportunities [through an annual incentive based on individual and Company performance] OR [through cash compensation as part of a sales incentive plan (SIP).
