Remote Workforce Analyst

Annual Salary: $66,518
Location: Remote

About the Role:

We are looking for a highly analytical and detail-oriented Workforce Analyst to join our team remotely. As a Workforce Analyst, you will monitor, analyze, and optimize workforce management strategies to improve operational efficiency. You will collaborate closely with multiple departments, including Operations, Human Resources, and IT, to maximize staffing resources to meet business objectives, improve performance, and provide an excellent customer experience. This role requires an individual with exceptional organizational skills, a strong aptitude for problem-solving, and a deep understanding of workforce management systems.

This remote position provides flexibility and autonomy. It allows you to work from home while contributing to a fast-paced, results-driven team environment.

Key Responsibilities:

1. Workforce Planning & Forecasting:

• Develop and maintain accurate forecasts for call volumes, staffing levels, and resource allocation across multiple departments and teams. This will involve analyzing historical data, seasonal trends, and business needs to ensure optimal resource utilization.
• Collaborate with department leaders and managers to understand business requirements and provide guidance on workforce needs, including the necessary staffing adjustments for changing business demands.

2. Scheduling & Real-Time Monitoring:

• Create and manage employee schedules, ensuring the right balance of coverage to meet service level agreements (SLAs) while minimizing overstaffing or understaffing.
• Continuously monitor real-time performance, adjusting schedules, break times, and other operational variables to maintain efficiency.
• Utilize workforce management tools to analyze performance metrics and make data-driven recommendations for improving operations.

3. Data Analysis & Reporting:

• Generate comprehensive reports on workforce performance, including attendance, productivity, and service level adherence KPIs. Identify trends and patterns that impact staffing and operational outcomes.
• Use advanced data analysis techniques to identify performance gaps and develop actionable strategies to address these issues.
• Provide recommendations to leadership teams on optimizing workforce processes based on data-driven insights.

4. System & Process Optimization:

• Continuously evaluate and refine workforce management tools and processes to improve efficiency and accuracy. This includes automating manual processes and ensuring systems are fully optimized for forecasting, scheduling, and reporting.
• Work closely with IT to ensure that the workforce management system is fully integrated with other business systems and is functioning correctly.
• Implement process improvements that lead to increased operational efficiency and reduced labor costs.

5. Collaboration & Stakeholder Communication:

• Serve as the primary point of contact between various departments (Operations, HR, and IT) to ensure alignment on workforce management strategies.
• Effectively communicate workforce performance trends, staffing needs, and other critical data to senior management and other stakeholders. This includes presenting complex data in a clear and actionable format.

6. Compliance & Risk Management:

• Ensure that workforce management practices comply with all relevant labor laws and regulations. This includes monitoring hours worked, break times, overtime, and other factors impacting compliance.
• Work with HR and legal teams to ensure the company complies with local and national employment laws.

7. Continuous Improvement:

• Develop and implement strategies to continuously improve workforce performance and productivity. This includes staying up-to-date on industry best practices, emerging technologies, and new workforce management strategies.
• Participate in training and development programs to enhance your skills and stay ahead of industry trends.

Required Skills & Qualifications:

1. Analytical Skills:

• Strong data analysis skills, with the ability to manipulate large datasets to identify trends and patterns.
• Proficiency in Excel and other workforce management tools (such as Kronos, Verint, or NICE).
• Experience with statistical analysis, forecasting, and scheduling models.

2. Communication & Collaboration:

• Excellent verbal and written communication skills, with the ability to present complex data clearly and concisely to various stakeholders.
• Experience working cross-functionally with teams such as Operations, HR, IT, and Senior Leadership.
• Ability to foster a collaborative work environment, even in a remote setting.

3. Problem-Solving:

• Proactive problem-solving skills, with the ability to think critically and make data-driven decisions quickly.
• Ability to manage multiple tasks simultaneously and prioritize effectively in a fast-paced environment.

4. Technical Proficiency:

• Experience with workforce management systems (WFM) and contact center technologies.
• Understanding of business intelligence (BI) tools and methodologies.

5. Adaptability:

• Ability to adapt to changing business needs and operational demands. Flexibility to work varying shifts or schedules if necessary.

6. Experience:

• 3-5 years of experience in workforce planning, data analysis, or a related field.
• Previous experience in a call center or customer service environment is preferred but not mandatory.

Benefits & Perks:

• Competitive salary of $66,518 annually.
• Flexible, fully remote work environment.
• Opportunities for career growth and professional development.
• Access to training and upskilling programs.
• Supportive and collaborative team culture.

Why Join Us:

This is an exciting opportunity to join a dynamic team and contribute to the success of our growing organization. As a Workforce Analyst, you will be key in ensuring operational excellence and contributing to the overall business strategy. You’ll have the flexibility of working remotely while still being a critical part of a cohesive team dedicated to delivering results.

If you are passionate about data, operational efficiency, and workforce management and are ready to take the next step in your career, we’d love to hear from you!