Workforce Optimization Analyst - Scheduling & SLA Insights

Verramobility; Mesa (AZ); On-site; USD 60,000 - 90,000; Full time

Job summary

Verra Mobility is seeking a Queue Processing Analyst to optimize workforce management, monitor inventory, and align staffing with customer SLA requirements. The role focuses on data analysis, process improvement, and cross-functional collaboration to enhance service delivery.

The ideal candidate has a strong background in scheduling, forecasting, and stakeholder communication, enabling proactive workforce pivots and timely issue resolution.

Qualifications

• Bachelor's degree in business or computer science preferred, or equivalent work experience.
• Strong communication, both verbal and written, and the ability to determine the proper medium of communication based on issues at hand.
• Proficient with Microsoft Office Suite.
• Strong leadership, time management, and critical thinking skills.
• Understanding of statistics, trend analysis, and forecasting.

Responsibilities

• Manage day-to-day assignment operations by monitoring current inventory levels and staffing to meet or exceed customer-specific SLA requirements.
• Facilitate regular calls with region supervisors reviewing internal target statuses and escalated needs, presenting program volumes, health, and trends to leadership.
• Monitor volume and identify abnormalities for both workforce, workflow, and volume trends.
• Work closely with App Support / DMV Partners/ Region Supervisors to ensure the stable and timely flow of events through our background services preventing delays that would put events at risk of delivery within SLA or expiration.
• Independently engages in service recovery activities by addressing escalated customer issues either in person, over the phone, or via written communications.
• Oversee real-time response to events and incidents such as technical outages, application failures, unanticipated facilities closures and escalates to appropriate internal and external teams when needed.
• Design, build, and maintain databases and/or spreadsheets tracking key service statistics.
• Operate as the subject matter expert on scheduling practices and functions within the organization.
• Analyze and interpret staffing model results by isolating and analyzing trends and assessing business impacts. Recommend work force pivots by providing analysis and research that supports recommendation.
• Meet with management to review staffing models and to make improvements to future forecasts.
• Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.
• Works with leaders/trainers/implementation teams to ensure staff are trained and allocated correctly to account for evolving client needs.
• Approves work schedules and time off requests and overtime approvals.
• Perform other duties as assigned.

Skills

Communication

Leadership

Time management

Critical thinking

Statistics

Forecasting

Education

Bachelor's degree in business or computer science

Tools

Microsoft Office Suite

Job description

Verra Mobility is seeking a Queue Processing Analyst to optimize workforce management, monitor inventory, and align staffing with customer SLA requirements. The role focuses on data analysis, process improvement, and cross-functional collaboration to enhance service delivery.

The ideal candidate has a strong background in scheduling, forecasting, and stakeholder communication, enabling proactive workforce pivots and timely issue resolution.