Workforce Analytics & Planning Specialist

Kids for the Future; Chapel Hill (NC); On-site; USD 46,000 - 56,000; Full time

Job summary

Well is seeking a collaborative Workforce Associate to support the Workforce Planning and Optimization Manager and the Member Services Center. The role focuses on workforce support, scheduling, and reporting to ensure smooth operations and high member satisfaction.

Key tasks include updating call and chat forecasts, building Looker Studio dashboards for leadership, tracking utilization and capacity, and delivering data‑driven insights to improve performance and service levels.

Qualifications

• - 3-5 years in an analytical role supporting workforce function.
• - Familiarity with Excel, Salesforce, and Genesys reporting.
• - Experience with data visualization and Looker.
• - Familiarity with WFM tools like Nice or Genesys.
• - Strong written, verbal, and analytical skills.
• - Ability to work independently and in a team.
• - Experience with data pulls for outbound engagement.

Responsibilities

• - Manage daily shift schedules and monitor attendance for the Service Center.
• - Provide weekly reports on adherence and forecast accuracy.
• - Maintain Genesys status adherence reporting.
• - Develop dashboards in Looker Studio for KPI insights.
• - Collaborate with Operations and leadership on volume forecasting.
• - Capture and track operational performance data daily.
• - Support data-driven improvements with visual reports.
• - Assist with data pulls for outbound engagement initiatives.
• - Maintain cross-functional reports and client-facing dashboards.
• - Document data definitions and audits.

Skills

Analytical mindset

Excel

Salesforce

Genesys reporting

Looker

WFM tools

SQL querying

Data analysis

Communication

Team collaboration

Tools

Looker Studio

Salesforce

Genesys

Nice

Job description

Well is seeking a collaborative Workforce Associate to support the Workforce Planning and Optimization Manager and the Member Services Center. The role focuses on workforce support, scheduling, and reporting to ensure smooth operations and high member satisfaction.

Key tasks include updating call and chat forecasts, building Looker Studio dashboards for leadership, tracking utilization and capacity, and delivering data‑driven insights to improve performance and service levels.