Workforce Management Real-Time Analyst

We are seeking a hard-working, innovative, detail-oriented and creative team player to join our Aptive team! This is a full-time, remote Workforce Management Real-Time Analyst position. The individual we are looking for is someone that enjoys working in a team environment, and excels working at an individual level. The Workforce Management Real-Time Analyst position plays a pivotal role in optimizing operational efficiency by monitoring and adjusting staffing support in real-time. The primary focus is to ensure that staffing aligns with demand, maximizing service levels and operational performance.

Shift Availability:

• Monday through Thursday from 11am to 7pm Mountain Time and Saturdays from 8am to 5pm Mountian Time

What we offer:

• Annual salary of $40k-45k

• Annual Merit bonus

• Group Health, Dental, and Vision plans

• Pet insurance, Life insurance, and EAP benefits

• 401K with employer match up to 4%

• Paid holidays and paid time off

• Opportunity for advancement

• Upbeat and exciting company culture and much more!

Responsibilities include:

• Monitor and manage real-time adherence to schedules, making instantaneous adjustments to optimize staffing levels and meet service goals

• Analyze data trends and historical patterns to forecast staffing needs, proactively identifying potential risks to service delivery

• Collaborate across departments to implement agile staffing strategies that align with business objectives

• Utilize workforce management software to input schedule changes and track agent performance, ensuring optimal scheduling efficiency

• Aiding in the integration and implementation of new call center technologies and field operation technologies as applicable

Qualifications:

• Bachelor's degree in Business Administration, Mathematics, Statistics, or a related field preferred

• Experience or familiarity with operating within a global or international environment, showcasing an understanding of diverse cultures, business practices, or markets is preferred

• Knowledge of Automatic Call Distribution (ACD) technology is preferred

Requirements:      

• Six months to one year of experience in a call center, field operations, or a data-driven/analytical role

• Availability to work flexible hours to accommodate different shifts, including evenings, weekends, and holidays, to support 24/7 operations

• Proficiency in Microsoft Excel or similar tools for data analysis and manipulation

• Strong track record of qualitative and quantitative analytical skills in diverse work settings, demonstrating the ability to interpret data and identify trends effectively while working both in-office and remotely

• Proficiency in foundational-level forecasting techniques

• Understanding of fundamental staffing and labor law principles with consideration for global implications

• Experience or understanding of call center operations and/ or field service environments, including key performance metrics

• Excellent communication skills and demonstrated ability to collaborate within diverse teams, fostering strong working relationships in both physical and virtual environments

• Adaptability to work in a hybrid setting, switching between in-office and WFH setups as required, showcasing flexibility and efficiency in varied work environments

• Demonstrates experience in ensuring data accuracy, consistency, and reliability through meticulous data entry, validation processes, and error resolution techniques

• Experience or demonstrated ability in handling sensitive and confidential information with the utmost discretion, adhering to privacy protocols, and maintaining strict confidentiality

• Proficiency in effectively managing work priorities, meeting stringent deadlines, and seamlessly executing multiple tasks while maintaining meticulous attention to detail

Aptive Environmental:

Aptive Environmental provides pest control services to 34 states in the US. Co-founded in 2015 by Vess Pearson and David Royce, Aptive launched with the clear intention of becoming a world-recognized brand.

In 2021, Aptive was included in Inc. Magazine’s “Best in Business” list of companies that make a positive impact. Aptive is also featured on Glassdoor's 2019 list of Top 100 US workplaces and is ranked one of Entrepreneur Magazine's Best Companies in America. We are a proud member of the EPA's Pesticide Environmental Stewardship Program and have partnered with the United Nations Foundation’s "United to Beat Malaria" to help stop the spread of malaria transmitted by mosquito bites.

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please inform your recruiter.

Salary : $40,000 - $45,000