Workforce Analyst

Key Responsibilities

• Partner with Member Services Leadership to manage daily shift schedules for the entire Service Center team, monitoring all unplanned absences and adherence to planned schedules.
• Monitor schedule adherence issues within the Member Services team and provide weekly reports on areas needing improvement.
• Track Genesys status adherence compliance and report weekly on areas needing improvement.
• Develop, maintain and update dashboards in Looker Studio for Members Services leadership to inform on key performance metrics, including capacity, occupancy, and utilization.
• Work closely with operations and PEP to align on the volume of proactive engagements that can be sent each day based on current and forecasted capacity.
• Capture and track operational performance data daily, generating ad hoc reports as needed for Service Center support.
• Support utilization tracking by maintaining the shrinkage and status reports that includes, but is not limited to, tracking PTO, trainings, and meetings daily for each Member Services team member.
• In collaboration with Operations Lead, maintain and update cross-functional reports and dashboards, including internal reports and client-facing reports.
• Contribute to standardizing and documenting data definitions.
• Perform audits of existing reports, as needed, to ensure the highest standards of accuracy are maintained.
• Support the team's data-driven mission by creating visually compelling reports with actionable insights for continuous improvement.
• Assist with data pulls for outbound engagement initiatives.
• Collaborate with the Member Services Director to enhance operational reporting, automation, and visibility across the department.

Requirements

• 3-5 years of experience in an analytical role supporting workforce function or related areas where using data was required.
• Familiarity with Excel (data management, basic analysis), Salesforce, and Genesys reporting.
• Familiarity with data visualization and tools like Looker.
• Familiarity with WFM tools like Nice or Genesys.
• Exceptional written, verbal, and analytical skills; able to explain concepts.
• Problem-solving and prioritization skills.
• Able to work independently and as part of a team.
• Ensures relevant operations performance data is captured and tracked.