Omni-Channel Workforce Capacity Analyst

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

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.