Workforce Optimization Analyst (NJUS)

About the role

The Workforce Optimization Analyst supports workforce planning, scheduling, and real-time operations to ensure optimal staffing levels and service performance. This role partners closely with Flight Center leadership to analyze trends, maintain schedules, and provide insights that drive efficiency and Owner satisfaction.

Tasks and Responsibilities

• Assist in developing short-term and long-term forecasts based on historical trends and business inputs
• Analyze call/volume patterns and identify drivers of variability
• Support capacity planning by updating assumptions and models
• Create and maintain agent schedules aligned to forecasted demand
• Maintain schedule adherence
• Aid in shift preferences, PTO tracking, and schedule optimization
• Monitor real-time performance against service level goals
• Identify staffing mismatches and recommend corrective actions
• Communicate intraday updates to operations leadership
• Produce daily/weekly performance reports
• Analyze KPIs to identify trends, risks, and opportunities
• Maintain dashboards and standard reporting tools
• Partner with operations leaders to align staffing with business needs
• Support continuous improvement initiatives within WFM processes
• Communicate effectively with agents and leadership regarding schedule changes and performance

Education

A continuous learning mindset, experience with WFM tools (e.g., NICE, Verint, Genesys, Aspect, Calabrio), familiarity with forecasting or scheduling concepts, demonstrated ability to craft insights and tell stories with data to non-technical audiences, and exposure to data visualization and reporting tools (Excel, Power BI, Tableau, etc.) are required.

Core Competencies

Knowledge, skills, abilities, and other (KSAs) include a continuous learning mindset, experience with WFM tools, familiarity with forecasting or scheduling concepts, demonstrated ability to craft insights and tell stories with data to non-technical audiences, and exposure to data visualization and reporting tools.

How NetJets Supports You

NetJets offers a comprehensive suite of benefits including Medical, Dental, and Vision, Healthcare Advocacy, Employee Assistance Program, Flexible Spending Accounts, Health Savings Account, Wellness Programs & Discounts, Paid Time Off, Parental Leave of Absence, Life and Accident Insurance, Voluntary benefits, 401(k) plan with employer match, Short and Long-Term Disability, Legal Plan, Identity Theft Protection Plans, Pet Insurance, and Family & Caregiving Support.