Workforce Analyst

Summary

Join Ride Health as a detail-oriented Workforce Analyst to support our contact center operations. This critical role ensures optimal staffing levels, improves efficiency, and maintains service level goals. You will utilize Five9 or similar WFM tools, forecast staffing needs, monitor real-time performance, and provide data-driven recommendations for workforce optimization. Collaboration with leadership and generating reports are key aspects of this position. The ideal candidate possesses strong analytical skills, experience with WFM tools, and a proven track record in forecasting and scheduling. This fully remote position offers competitive compensation and a rich benefits package.

Requirements

• Experience with Five9 or a similar WFM platform is required
• Over two years of demonstrated workforce management experience in a dynamic multichannel contact center environment
• Strong analytical skills with proficiency in Excel, Google Sheets, or other data analysis tools
• Proven success with forecasting, scheduling, and real-time workforce management
• Strong understanding of Automatic Call Distributor (ACD) systems and reporting capabilities
• Ability to effectively analyze trends, generate reports, and present findings to stakeholders
• Strong problem-solving skills and attention to detail
• Excellent communication and collaboration skills to work effectively across teams
• Candidates must have internet speed of 100 mbps and ability to hard-wire in via ethernet as needed
• Candidates must reside in the United States to perform this job
• Candidates must be permanently authorized to work in the United States

Responsibilities

• Utilize Five9 (or other WFM tools) to develop and manage agent schedules, ensuring proper coverage to meet service level agreements (SLAs)
• Forecast staffing needs by analyzing historical data, call volume trends, and seasonal fluctuations to recommend hiring and staffing adjustments
• Monitor real-time adherence, call queues, and agent performance to ensure optimal efficiency, making intraday adjustments as needed
• Provide data-driven recommendations on workforce optimization, scheduling strategies, and cost-effective staffing solutions
• Collaborate with leadership to develop and implement best practices for workforce planning and capacity management
• Generate and maintain workforce reports, dashboards, and key performance indicators (KPIs) to track trends and identify areas for improvement
• Serve as a subject matter expert on workforce management tools, processes, and reporting
• Work closely with the contact center director to align hiring strategies with business needs
• Identify opportunities for automation and process improvements to enhance operational efficiency
• Assist in developing and maintaining workforce policies, including time-off approvals, shift bids, and adherence expectations
• Make intra-day adjustments to staffing and skilling as needed, coordinating voluntary time off (VTO), overtime (OT), and shift/skill changes to address fluctuations in volume or agent availability
• Administer agent time-off requests based on defined processes and capacity allowances
• Contribute to process improvement initiatives related to workforce planning, scheduling, and real-time management

Preferred Qualifications

• Advanced skills in Microsoft Excel, including complex formulas, pivot tables, data analysis, and charting
• Strong organizational and time management skills, with the ability to prioritize tasks effectively in a fast-paced environment

Benefits

• Competitive compensation $55,000 - $60,000 annually. plus a rich benefits offering
• Career advancement opportunities
• Fully remote - skip the commute
• Unlimited Paid Time Off
• Medical, Dental, and Vision insurance - Employee coverage 100% company paid!
• Multiple great coverage options offered for employees and dependents with generous company contribution and quick eligibility
• TalkSpace, Healthy Advocate EAP, Teledoc, One Medical, KindBody - all company provided
• Life insurance, short-term disability, long-term disability - again, all paid for by Ride Health
• 401k retirement savings plan with 4% fully vested employer match right out of the gate
• Fully paid parental leave after 6 months of employment