Job Description:
• Drive optimal staffing, real-time performance, and workforce execution in a fast-paced operating environment.
• Create, maintain, and continuously optimize workforce schedules aligned to forecasted demand, service-level targets, and state licensing or regulatory requirements across multiple lines of business.
• Monitor real-time agent activity using workforce management tools (Playvox and Salesforce) to assess adherence, productivity, and service-level risk.
• Partner with Operations leadership to understand business trends, seasonality, and performance drivers, adjusting staffing models, schedules, and offline time as needed.
• Develop and maintain reporting and insights across key WFM metrics, including service levels, adherence, occupancy, concurrency, and shrinkage.
• Act as a trusted advisor to Operations leadership on workforce execution strategies and real-time performance risks.
Requirements:
• 3–5 years of experience in workforce management, operations analytics, or strategic operations within an execution-heavy, fast-moving environment.
• Strong written and verbal communication skills, with the ability to clearly convey risks, trade-offs, and recommendations to stakeholders at multiple levels.
• Proven ability to partner cross-functionally and influence outcomes without direct authority.
• Demonstrated ability to quickly learn new systems, tools, and processes with minimal direction.
• Advanced analytical skills (Google Workspace required; SQL and BI tools a plus).
Benefits:
• For information about our benefits, please visit https://benefitsatfanatics.com/