Workforce Optimization & SLA Analyst

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

Job summary

Verra Mobility is seeking a Queue Processing Analyst to manage day-to-day staffing and inventory to meet SLA targets. You will analyze volume trends, collaborate with regional teams, and implement scheduling improvements.

The role emphasizes data-driven decisions, service recovery, and cross-functional coordination to ensure timely delivery of events and high customer satisfaction. The position requires a business or CS background, strong communication, and proficiency with MS Office.

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 stable and timely flow of events through background services to prevent delays keeping SLA delivery.
• Independently engage in service recovery activities by addressing escalated customer issues via in-person, phone, or written communications.
• Oversee real-time response to events and incidents such as outages and escalations to appropriate teams.
• 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 staffing model results, identify trends, and recommend pivots such as overtime, early outs, or schedule changes.
• Meet with management to review staffing models and improvements for future forecasts.
• Communicate effectively with internal and external customers per company policies.
• Collaborate with leaders/trainers/implementation teams to ensure staff are trained and allocated for evolving client needs.
• Approve work schedules, time off requests, and overtime approvals.
• Perform other duties as assigned.

Skills

Microsoft Office Suite

Communication

Leadership

Time management

Critical thinking

Statistics

Forecasting

Education

Bachelor’s degree in business or computer science or equivalent

Job description

Verra Mobility is seeking a Queue Processing Analyst to manage day-to-day staffing and inventory to meet SLA targets. You will analyze volume trends, collaborate with regional teams, and implement scheduling improvements.

The role emphasizes data-driven decisions, service recovery, and cross-functional coordination to ensure timely delivery of events and high customer satisfaction. The position requires a business or CS background, strong communication, and proficiency with MS Office.