Workforce Analytics Specialist

Well

Chapel Hill (NC)

On-site

USD 44,000 - 59,000

Full time

8 hours ago

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Job summary

Well seeks a Workforce Associate in Chapel Hill, NC to support the Workforce Planning and Optimization Manager and the Member Services Center. You will assist in scheduling, forecasting, and reporting to optimize capacity and service levels while delivering data-driven insights.

The role requires 3-5 years in an analytical workforce function, with strong Excel, Salesforce, Genesys reporting, and Looker experience.

Qualifications

3-5 years of experience in an analytical role supporting workforce function or related areas.
Familiarity with Excel (data management, basic analysis), Salesforce, and Genesys reporting.
Familiarity with data visualization and tools like Looker.
Familiarity with WFM tools like Nice or Genesys.
Exceptional written, verbal, and analytical skills; able to explain concepts.
Problem-solving and prioritization skills.
Able to work independently and as part of a team.
Ensures relevant operations performance data is captured and tracked.
analytical and customer orientation skills.
Experience with SQL/querying languages and data visualization tools.

Responsibilities

Partner with Member Services Leadership to manage daily shift schedules for the entire Service Center team, monitoring all unplanned absences and adherence to planned schedules.
Monitor schedule adherence issues within the Member Services team and provide weekly reports on areas needing improvement.
Track Genesys status adherence compliance and report weekly on areas needing improvement.
Update and Maintain the daily and weekly call and chat forecasting across all clients, continuously monitoring and improving forecast accuracy based observed response rates and historical data
Develop, maintain and update dashboards in Looker Studio for Members Services leadership to inform on key performance metrics, including capacity, occupancy, and utilization
Work closely with operations and PEP to align on the volume of proactive engagements that can be sent each day based on current and forecasted capacity
Capture and track operational performance data daily, generating ad hoc reports as needed for Service Center support.
Support utilization tracking by maintaining the shrinkage and status reports that includes, but is not limited to, tracking PTO, trainings, and meetings daily for each Member Services team member
In collaboration with Operations Lead, maintain and update cross functional reports and dashboards, including internal reports and client-facing reports.
Contribute to standardizing and documenting data definitions.
Perform audits of existing reports, as needed, to ensure the highest standards of accuracy are maintained
Support the team's data-driven mission by creating visually compelling reports with actionable insights for continuous improvement.
Assist with data pulls for outbound engagement initiatives.
Collaborate with the Member Services Director to enhance operational reporting, automation, and visibility across the department.