Job Description
- 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/
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