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 accurate forecasting, validate influential factors, and create short-term and long-term staffing plans. This role involves analyzing data, providing recommendations for staffing levels and efficiency, and responding to management requests. The ideal candidate possesses extensive experience in forecasting and operational planning within a call center environment, along with advanced analytical skills and proficiency in data manipulation. You will work in a fast-paced environment, supporting a dynamic team and contributing to organizational growth.

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
• Dedicated laptop or desktop computer with Windows 10 or above
• Willingness to install MSQ security software and 2FA app on the phone

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