Workforce Optimization Analyst

Outcomes®; Orlando (FL); On-site; USD 50,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Plans

Voluntary Benefits

HSA & FSA

Fertility & Family Planning Benefits

Adoption Assistance Program

Employee Resource Groups

Flex PTO

11 Paid Holidays

Corporate Wellness Program

401k Employer Match

Job summary

Join a forward-thinking company as a Workforce Analyst where your strategic insights will directly impact customer satisfaction and operational efficiency. In this pivotal role, you will lead performance reviews, manage workforce scheduling, and design dashboards that track essential service metrics. This innovative firm offers a supportive environment with numerous benefits, including medical and dental plans, flexible PTO, and a 401k match. If you have a passion for optimizing workforce management and enhancing customer experiences, this opportunity is perfect for you.

Qualifications

• 5+ years of experience in call center support required.
• Strong proficiency in Microsoft Office and Salesforce preferred.

Responsibilities

• Lead performance reviews and communicate service outlooks.
• Design and maintain dashboards for key service statistics.
• Analyze staffing models and collaborate on forecasts.

Skills

Strategic Thinking

Data Analysis

Organizational Skills

Communication Skills

Attention to Detail

Education

Bachelor’s Degree

5+ years in Workforce Management

Tools

Microsoft Office Suite

Salesforce

Job description

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Workforce analysts interpret, analyze, read, and make recommendations to improve a workforce, focusing on reducing overhead and increasing customer satisfaction and experience. They serve as the primary point of contact for workforce management policies and are subject matter experts on workforce optimization steps. They ensure service-level targets are met, maintain proper headcount, and calculate call capacity.

1. Lead morning call performance reviews and communicate upcoming outlooks to maximize customer service responsiveness, preparation, and communication.
2. Own the scheduling functionality of the ‘Workforce Management’ system, including all inputs and outputs to support operations.
3. Design, build, and maintain dashboards and spreadsheets tracking key service statistics.
4. Oversee real-time responses to events such as technical outages, application failures, safety-related facility closures, and escalate issues to appropriate teams when needed.
5. Analyze staffing model results by identifying trends and assessing business impacts. Collaborate with management to review models and improve future forecasts.
6. Partner with Support leadership to oversee queue management, including case assignment, routing, and resource accountability.

KNOWLEDGE & REQUIREMENTS

• Sense of urgency with emphasis on timeliness, accuracy, and accountability.
• Persistence and follow-up to ensure no details are missed.
• Strategic thinking skills and the ability to use data for decision-making.
• Excellent organizational skills; ability to multitask and manage competing priorities.
• Strong written and verbal communication skills.
• Understanding of business strategies, goals, and processes related to workforce management that drive customer success.
• Proficiency in Microsoft Office suite.
• Ability to align organizational needs with business applications and workforce capabilities.
• Proficiency in Salesforce and other workforce applications is preferred.

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum of 5 years of work experience, with at least 3 years in call center support.
• Bachelor’s degree or equivalent work experience in call center support.

PHYSICAL REQUIREMENTS

The physical demands necessary to perform this job include frequent sitting, occasional standing, walking, stooping, kneeling, squatting, climbing stairs, twisting, reaching, lifting, pulling, and pushing.

What’s In It For You?

• Medical, Dental, and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Adoption Assistance Program
• Employee Resource Groups
• Flex PTO and up to 15 PTO days in the first year for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Program
• 401k Employer Match & Roth Option (immediate eligibility)

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Project Management and Information Technology

Industries

• Hospitals and Health Care

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