Workforce Optimization & Analytics Analyst

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

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.