Workforce Analyst

About the role

A Workforce Analyst at GoHiya will work directly on decision-ready analysis in support of inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. The position applies workforce analytical review within contact center operations to live work, making accuracy and traceable follow-through more important than superficial speed.

Responsibilities

• Maintain the Workforce Analyst workflow by helping the team validate source data before analysis.
• Track the Workforce Analyst workflow by helping the team build reports around clearly defined metrics.
• Own the Workforce Analyst workflow by helping the team investigate anomalies instead of masking them.
• Coordinate the Workforce Analyst workflow by helping the team document calculations and assumptions.
• Review the Workforce Analyst workflow by helping the team translate findings into practical next actions.

What success looks like

The role is working well when decision-ready analysis becomes more reliable and repeated failure points are surfaced before they affect customers, partners, or teammates.

• Use Workforce Analyst Documentation and Omnichannel Customer Support confidently when carrying out workforce analytical review.
• Apply Documentation without losing track of exceptions, owners, or deadlines.
• Document Process Analysis decisions clearly enough that another teammate can follow the reasoning.
• Use sound judgment around Insights Development, especially when escalation is required instead of assumption.

Role Details

Full-time, associate-level position. 100% remote within the United States.

Pay

Base salary: $42,000–$62,000 per year.