Workforce Management & Data Analyst

POSITION PURPOSE

The Workforce Management (WFM) Analyst is responsible for scheduling staff, monitoring adherence, analyzing call volume trends, and optimizing intraday workforce adjustments to maintain service levels in the contact center. This role collaborates closely with Contact Center leadership to ensure the efficient use of human and technological resources.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Workforce Planning & Forecasting

• Develop and manage short-term and long-term workforce schedules to optimize efficiency.
• Forecast call volume trends using historical data, seasonal trends, and predictive analytics.
• Create and maintain capacity plans that align with business needs, ensuring appropriate staffing levels.
• Work closely with leadership to accommodate new product launches, marketing campaigns, training courses and business changes.

Real-Time Monitoring & Intraday Adjustments

• Monitor real-time call volumes, queue activity, and agent performance, adjusting as necessary.
• Adjust schedules dynamically to manage unplanned events, spikes in call volume, and agent availability.
• Proactively identify service level risks and provide timely recommendations to leadership.

Schedule & Adherence Management

• Track and analyze agent schedule adherence and productivity.
• Manage shift bids, time-off requests, and schedule modifications while balancing employee preferences and business needs.
• Handle callouts from employees through the sick-line and communicate with leaders to ensure proper scheduling adjustments.
• Implement and maintain real-time adherence dashboards for leadership visibility.

Reporting & Data Analytics

• Develop and maintain WFM reports, providing insights on key performance indicators (KPIs) such as occupancy, shrinkage, and service levels.
• Utilize data visualization tools (Power BI, Excel) to generate actionable insights.
• Conduct data analysis to identify areas for operational improvement and provide recommendations for optimization
• Conduct root cause analysis for deviations in forecast accuracy and performance metrics.

Process Improvement & Optimization

• Continuously evaluate workforce management processes, identifying opportunities for automation and efficiency improvements.
• Partner with IT and leadership teams to enhance technology upgrades available with vendor.
• Recommend process improvements for reducing hold times, improving service levels, and optimizing employee engagement.

Technology Utilization & System Management

• Leverage workforce management tools to enhance workforce planning and analysis.
• Ensure accurate configuration and utilization of WFM systems, troubleshooting as needed.
• Partner and provide system training and support to Contact Center managers on workforce planning tools and processes.

Additional Responsibilities

• Conduct monthly performance reviews with leadership to discuss workforce trends.
• Develop contingency plans for high-impact scenarios (e.g., system outages, unexpected call spikes).
• Participate in workforce strategy meetings and contribute to long-term capacity planning.
• Perform other tasks and projects as assigned by leadership.

QUALIFICATIONS

Education/Certification: Bachelor’s degree, or equivalent work experience.

Required Knowledge: Two to five years of related experience working as a WFM/intra-day analyst or equivalent/similar experience. Expertise with applicable computer software (Word, Excel, PowerPoint, Outlook, WFM software, ACD/Contact Center Reporting, Power BI).

Experience Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Why SAFE?SAFE offers so much more than just full medical, vision, dental, 401k matching, HSA, and FSA! Learn more about how we support our workforce!

• Professional Development Opportunities: Offering training programs, workshops, and mentorship.
• Recognition and Appreciation: Regularly acknowledging employee achievements and contributions.
• Flexible Work Arrangements: Providing options for remote work and flexible scheduling.
• Positive Company Culture: Fostering an inclusive, collaborative, and supportive work environment.
• Career Growth: Clear paths for career advancement and internal promotions.
• Work-Life Balance: Encouraging a healthy balance between professional and personal life.
• Employee Empowerment: Allowing employees to make decisions and have autonomy in their roles.
• Space of Belonging: ERGs, YOUnity Council and a focus around diversity, equity inclusion and belonging.
• Wellness Programs: Promoting physical and mental health through wellness initiatives and resources.
• Strong Leadership: Having leaders who inspire, support, and guide their teams effectively.
• Sense of Purpose: Creating a sense of mission and aligning company goals with employees' personal values.

Job Type: Full-time

Pay: $37.64 - $47.04 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekends as needed

Ability to Commute:

• Rancho Cordova, CA 95742 (Required)

Ability to Relocate:

• Rancho Cordova, CA 95742: Relocate before starting work (Required)

Work Location: Hybrid remote in Rancho Cordova, CA 95742

Salary : $38 - $47