Workforce Optimization Analyst (NJUS)

QS Security Services, LLC; Columbus (OH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) Match

Paid Time Off

Wellness programs

Job summary

NetJets Aviation, Inc. is seeking a Workforce Optimization Analyst to support workforce planning, scheduling, and real-time operations.

You will partner with Flight Center leadership to analyze trends, maintain schedules, and provide insights that drive efficiency and Owner satisfaction. Responsibilities include developing forecasts, analyzing call patterns, updating capacity models, and maintaining dashboards to track service levels and KPIs.

Qualifications

• Bachelor's degree in Data Analytics or equivalent.
• Experience with workforce forecasting and scheduling concepts.
• Ability to craft insights and tell stories with data to non-technical audiences.
• Familiarity with WFM tools and dashboards.

Responsibilities

• Assist in developing short-term and long-term forecasts based on historical trends and business inputs.
• Analyze call/volume patterns and identify drivers of variability.
• Support capacity planning by updating assumptions and models.
• Create and maintain agent schedules aligned to forecasted demand.
• Monitor schedule adherence and communicate intraday updates to leadership.
• Produce daily/weekly performance reports and dashboards.
• Analyze KPIs to identify trends, risks, and opportunities.
• Partner with operations leaders to align staffing with business needs.

Skills

Forecasting concepts

Data storytelling

Data analysis

Continuous learning mindset

Education

Bachelor's in Data Analytics

Tools

NICE

Verint

Genesys

Aspect

Calabrio

Power BI

Tableau

Job description

Select how often (in days) to receive an alert:

Title: Workforce Optimization Analyst (NJUS)

Company: NetJets Aviation, Inc.

Area of Interest: Flight Operations

Location

Columbus, OH, US, 43219

Join the NetJets Team

NetJets, the global private aviation leader for more than 60 years, provides the pinnacle of private travel, defined by a signature commitment to unwavering safety, personalized service, and reliable global access. Discover why NetJets is the ultimate career destination, offering exceptional benefits and growth opportunities.

Purpose of Position

The Workforce Optimization Analyst is responsible for supporting workforce planning, scheduling, and real-time
operations to ensure optimal staffing levels and service performance. This role partners closely with Flight Center
leadership to analyze trends, maintain schedules, and provide insights that drive efficiency and Owner
satisfaction.

Tasks and Responsibilities

• Assist in developing short-term and long-term forecasts based on historical trends and business inputs


• Analyze call/volume patterns and identify drivers of variability


• Support capacity planning by updating assumptions and models


• Create and maintain agent schedules aligned to forecasted demand


• Monitor schedule adherence


• Assist with shift preferences, PTO tracking, and schedule optimization


• Monitor real-time performance against service level goals


• Identify staffing mismatches and recommend corrective actions


• Communicate intraday updates to operations leadership


• Produce daily/weekly performance reports


• Analyze KPIs to identify trends, risks, and opportunities


• Maintain dashboards and standard reporting tools


• Partner with operations leaders to align staffing with business needs


• Support continuous improvement initiatives within WFM processes


• Communicate effectively with agents and leadership regarding schedule changes and performance

Note

It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a list of essential job functions, please refer to the essential functions document for this job.

Education

Bachelor's in Data Analytics

Certifications and Licenses

Years of Experience

2-4 years of experience

Core Competencies

Service-Oriented

Strives For Positive Results

Knowledge, Skills, Abilities and Other (KSAOs)

• A continuous learning mindset


• Experience with WFM tools (e.g., NICE, Verint, Genesys, Aspect, Calabrio)


• Familiarity with forecasting or scheduling concepts


• Demonstrated ability to craft insights and tell stories with data to non-technical audiences


• Exposure to data visualization and reporting tools (Excel, Power BI, Tableau, etc.)

How NetJets Supports You

NetJets is proud to provide a variety of attractive benefits to our employees, including many at no cost. Employees have access to no cost options including Medical, Dental, and Vision benefits, with access to robust networks of nationwide providers. NetJets offers benefits so you LIVEWELL- a comprehensive package to support your Mind, Body, and Life.

Our comprehensive suite of benefits include:

• Medical, Dental, and Vision


• Employee Assistance Program


• Flexible Spending Accounts


• Health Savings Account with annual employer contribution


• Wellness Programs & Discounts


• Paid Time Off


• Parental Leave of Absence


• Life and Accident Insurance


• Voluntary benefits (financial protection plans)


• 401(k) plan, with 67% of every dollar you contribute matched by NetJets