Analyst, Workforce Operations

BCU; Añasco (PR); On-site; USD 54,000 - 82,000; Full time

Job summary

BCU is seeking a Workforce Operations Analyst who will manage workforce analysis and decision-making for frontline capacity planning and channel productivity. You will own planning engagements with leadership to communicate capacity needs, risks, and opportunities, and act as a data steward for the department.

The role requires 2+ years in omni-channel workforce planning, strong data analysis, and the ability to translate complex findings into actionable executive guidance.

Qualifications

• Minimum 2 years in omni-channel workforce planning.
• Experience in analyzing large operations data sets.
• Experience in condensing complex analysis into clear takeaways for business leaders.

Responsibilities

• Partner with operations, learning, service delivery, HR, and business partners in staffing and capacity planning.
• Establish and execute capacity plans based on data-driven decisions using staffing model inputs.
• Leverage workforce management to forecast, schedule, and adjust real-time staffing to drive KPIs.

Skills

Omni-channel workforce planning

Data analysis

Education

BA/BS in computer science, math, physics, statistics or data-centric fields

Tools

Genesys

ICBM

Salesforce

Job description

SALARY

This position has a base salary range of $54,400 - $81,600 USD Annual. This range represents the expected base salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience and time in the role.

SUMMARY

The Workforce Operations Analyst will manage workforce analysis and decisions in areas of frontline capacity planning and channel productivity. This analyst will own regular planning engagements with leadership to communicate capacity needs, risks, and opportunities. This person will own the workforce data stewardship for the department. This analyst will work closely with department leadership, learning teams, HR, and business partners. The ideal candidate will be an accomplished workforce planning analyst with experience working with diverse, large data sets with an eye towards actionable discovery.

ROLE AND RESPONSIBILITIES

• Partner with operations, learning, service delivery, HR, and business partners in staffing and capacity planning.
• Establish and execute capacity plans based on data driven decisions, using comprehensive staffing model inputs and methodologies.
• Leverage workforce management toolset to forecast, schedule, and adjust real time staffing using proven methods to drive operational KPIs in our omni-channels.
• Conduct regular planning engagements with leadership to communicate capacity needs, risks, and opportunities.
• Conduct workforce analysis and execute on identified key business drivers for change to minimize variance risks.
• Create, maintain, and regularly report out on key operations metrics, surfacing insights, and impactful data using enterprise standard tools.
• Manage a backlog of workforce analytics and associated administrative requests for the department.
• Act as a data steward, understanding all aspects of the data associated with the role.
• Understand and ensure relevant data used in analysis is of sufficient quality with the correct metadata supplied.
• Work with BCU Data Scientists to ensure accurate data modeling and analytics for the business.
• Find, understand, trust, access, and enrich relevant data to produce actionable insights within span of control.
• Present concepts while being a true storyteller to non-technical roles throughout the organization.
• Build and maintain relationships across department and organization, promoting “win as a team” mentality.
• Proactively seeks opportunities for processes improvement and easily adaptable to change.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• BA/BS in computer science, math, physics, statistics, or other data centric fields.
• Minimum 2 years in omni-channel workforce planning.
• Experience in analyzing large operations data sets.
• Experience in condensing complex analysis and concepts into clear and concise takeaways for business
  leaders.
• Preferred Skills: Genesys, ICBM, and Salesforce.
• Proficiency in presentation skills with the ability to analyze data to provide recommended business changes
  to drive member self-service, operational productivity, and expense management.
• Experience in projecting data and recommendations in business terms.
• Big picture thinking with curiosity to understand the detail, analysis and problem solve.
• High energy, self-starting and coachable individual.
• Team player/ interpersonal abilities to work and collaborate across teams to solve complex issues and strive for excellence.