Workforce Management Analyst

Summary

Join Verra Mobility as a Workforce Management Analyst and play a crucial role in enabling operational excellence and driving customer success. Leverage analytical expertise to support data-driven decision-making, enhance service delivery, and foster continuous improvement. Contribute to building systems and processes that align with organizational goals and create value for clients. This role emphasizes strategic thinking, problem-solving, and adaptability, requiring minimal supervision. Your contributions will directly impact the organization's ability to deliver exceptional service and meet the evolving needs of clients. This remote position offers flexibility to work from home full-time.

Requirements

• Bachelor’s degree or five or more years of relevant work experience
• Five or more years of experience in data analysis, workforce management, or related fields
• Strong proficiency in data analysis tools and dashboard creation, including advanced skills in Microsoft Excel and Power BI
• Experience in conducting data audits and generating reports for operational insights

Responsibilities

• Manage escalations and oversee the SNOW ticket system to ensure timely resolution of issues and seamless service delivery
• Develop and maintain dashboards to streamline data flow and provide actionable insights that support client-focused initiatives
• Conduct regular audits of back-office data to ensure the accuracy of critical information
• Respond to 'ad-hoc' reporting requests with timely and insightful analyses that enhance client satisfaction and service outcomes
• Perform secondary checks and audits on deployments to identify process improvement opportunities, ensuring operational efficiency and client success
• Build robust reporting frameworks that empower teams to make data-driven decisions aligned with client expectations and organizational goals
• Collaborate with cross-functional teams to continuously improve workflows, enabling seamless service delivery and fostering client trust
• Perform secondary checks and audits on deployments to identify process improvement opportunities, ensuring operational efficiency and client success
• Other duties as assigned

Preferred Qualifications

• Strong background in a command center and/or field services environment, along with hands-on experience in troubleshooting technical issues
• Certifications in relevant areas (e.g., Six Sigma, Project Management)
• Experience with advanced data visualization tools and reporting systems
• Familiarity with operational processes in field services or similar environments
• Experience using tools like Alcyon, Axsis, ServiceNow, or other data management platforms

Benefits

Remote work, flexible hours