ModSquad is hiring a
Workforce Analyst

Summary

The job description is for a Workforce Analyst position at ModSquad. This role involves providing forecast modeling, capacity planning, and staffing optimization analysis support to the management and Mod teams. The ideal candidate should have 3+ years of forecasting and operational planning experience in a call center environment with advanced trend analysis skills.

Requirements

• 3+ years of forecasting and operational planning experience in a call center environment required
• 2+ years of experience in advanced trend analysis and ability interpret data to provide recommendations to drive key business decisions
• Excellent proficiency with Excel (advanced - intermediate level) and Google Sheets
• Excellent analytical skills with carefully honed written and visual communication skills
• Familiar and comfortable with a variety of CRMs like Zendesk, Sprout Social, moderation filters, etc

Responsibilities

• Support business decisions through the preparation of timely and accurate variable staffing forecasts across multiple business units for a predominantly contractor-based workforce
• Validate confidence of established influences/drivers (factors determining forecasts) leveraging advanced statistical methodologies
• Create long term staffing forecasts, mid-range operational plans, and short-term intraday scheduling forecasts
• Provide analysis and recommendations to improve staffing levels and efficiency
• Respond to management requests to produce ‘what if’ scenarios
• Provide recommendations for Mod schedules, creative shifting based on trending and analysis for upcoming schedule bids
• Articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
• Study department work, vacation, and absence records (shrinkage) for on-going historical trend analysis and offer recommendations for forecasting purposes
• Interface with operational management to understand the fast-changing business needs and make updates where necessary
• Support organizational change through a period of high growth, building the systems and infrastructure to support that growth

Preferred Qualifications

• Forecasting and advanced analytical role within a large volume, enterprise-level call center strongly preferred
• Experience with the operational and planning differences between an internal employee workforce and a predominantly contractor-based workforce
• Ability to create and manipulate data modeling and relational database structures for Workforce Management forecasting