Workforce Analyst

Summary

Join ModSquad as a Workforce Analyst and contribute to forecasting, capacity planning, and staffing optimization for our diverse client base. You will support business decisions through data-driven insights, creating short-term and long-term staffing forecasts. This role requires strong analytical skills, experience with workforce management in a call center environment, and proficiency in data analysis tools. The ideal candidate will possess advanced Excel skills and experience with various CRMs. You will work in a fast-paced environment, collaborating with management and contributing to a period of high growth. Compensation will be discussed during the interview process.

Requirements

• 3+ years of forecasting and operational planning experience in a call center environment
• 2+ years of experience in advanced trend analysis and ability interpret data to provide recommendations to drive key business decisions
• Ability to create and manipulate data modeling and relational database structures for Workforce Management forecasting
• Strong analysis skills, understanding complex formulas, data transformations, and record keys from multiple sources
• Excellent proficiency with Excel (advanced - intermediate level) and Google Sheets
• Excellent analytical skills with carefully honed written and visual communication skills

Responsibilities

• Support business decisions through the preparation of timely and accurate variable staffing forecasts across multiple business units for a predominantly contractor-based workforce with specific focus on improving the customer experience and maximizing operational efficiencies
• Validate confidence of established influences/drivers (factors determining forecasts) leveraging advanced statistical methodologies (correlation, regression, etc.)
• 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
• Experience with the operational and planning differences between an internal employee workforce and a predominantly contractor-based workforce
• Familiar and comfortable with a variety of CRMs like Zendesk, Sprout Social, moderation filters, etc
• See problems as challenges and can use your analytical skills to prepare insights, adding value to yourself, your team, and your company
• ModSquad is both complex and demanding. You need to be a fast learner who is trustworthy and can work independently