WFO Analyst, Reporting and Analysis

This is a fully remote position, open to applicants in Pennsylvania, +1 more state.

📋 Description

• Create reports that provide leaders with clear insights into site, team, and individual performance.

• Develop both short- and long-term forecasting models to assess staffing requirements based on demand, service expectations, and budget goals.

• Generate forward-looking forecasts utilizing historical data and upcoming business factors to aid in planning and resource distribution.

• Examine workforce trends and performance discrepancies, offering recommendations for enhancements in staffing models, scheduling, and operational procedures.

• Establish consistent Workforce Management (WFM) reporting standards and processes that enhance data integrity and decision-making.

• Oversee WFM system configurations and ensure data integrity to support forecasting, scheduling, and reporting functions.

• Collaborate across the organization to facilitate integrations between WFM platforms, Avaya, and other operational systems.

• Represent Workforce Management in cross-departmental initiatives related to staffing, forecasting, operational analytics, and system modifications.

⛳️ Requirements

• 1–3+ years of experience in forecasting and working within a workforce management setting.

• Solid understanding of contact center metrics and the principles of capacity planning.

• Proficient in advanced Excel skills, including pivot tables, complex calculations, and macros.

• Familiarity with workforce management software.

• Strong analytical capabilities with the ability to convert data into actionable business insights.

• Effective communication and presentation skills across various organizational levels.

• A degree in business, finance, or a related field is preferred; equivalent professional experience will also be considered.

• Minimum of 1 year of forecasting experience is required.

• Proven proficiency in MS Excel, including pivot tables, advanced calculations, and macros.

• Experience in Workforce Management is necessary.

• A Bachelor's degree in Business Management or a related field is preferred.

• Ability to work in the United States is implied by the listed U.S. locations.

🏝️ Benefits

• Comprehensive Benefits Package (Health, Dental, Vision, PTO, Sick Time, 401k with match, etc.).

• Opportunities for Growth and Career Advancement.

• Agile and Adaptable team culture.

• Access to innovative and cutting-edge technology solutions.

• A higher purpose in delivering quality patient care.

• Continuous learning and skill development opportunities.

• Potential for career advancement.