Analyst, Workforce Operations

BCU•Anasco, PR

About The Position

The Workforce Operations Analyst manages workforce analysis and decision-making for frontline capacity planning and channel productivity. The role owns recurring planning engagements with leadership to communicate capacity needs, risks, and opportunities, as well as workforce data stewardship for the department. The analyst works closely with department leadership, learning teams, HR, and business partners, using large and diverse data sets to uncover actionable insights. The role partners across operations and business functions to develop data-driven capacity plans, use workforce management tools to forecast and adjust staffing, analyze operational drivers, report on key metrics, and provide actionable recommendations. It also manages workforce analytics requests, ensures data quality and appropriate metadata, collaborates with data scientists on modeling and analytics, and communicates findings clearly to non-technical audiences.

Requirements

Bachelor of Arts or Bachelor of Science in computer science, mathematics, physics, statistics, or another data-centric field.
At least 2 years of experience in omni-channel workforce planning.
Experience analyzing large operational data sets.
Experience condensing complex analysis and concepts into clear, concise takeaways for business leaders.
Presentation skills and the ability to analyze data and recommend business changes that support member self-service, operational productivity, and expense management.
Experience projecting data and expressing recommendations in business terms.
Big-picture thinking, curiosity about detail, analytical ability, and problem-solving skills.
High energy, self-starting, and coachable approach.
Teamwork and interpersonal abilities to collaborate across teams, solve complex issues, and strive for excellence.

Nice To Haves

Experience with Genesys.
Experience with ICBM.
Experience with Salesforce.

Responsibilities

Partner with operations, learning, service delivery, HR, and business partners on staffing and capacity planning.
Establish and execute capacity plans based on data-driven decisions, comprehensive staffing model inputs, and methodologies.
Use workforce management tools to forecast, schedule, and adjust real-time staffing to drive operational KPIs across omni-channels.
Conduct regular planning engagements with leadership to communicate capacity needs, risks, and opportunities.
Conduct workforce analysis and act on identified business drivers for change to minimize variance risks.
Create, maintain, and regularly report on key operational metrics, surfacing insights and impactful data using enterprise-standard tools.
Manage a backlog of workforce analytics and related administrative requests for the department.
Serve as a data steward by understanding the data associated with the role and ensuring analysis uses sufficiently high-quality data with correct metadata.
Work with BCU Data Scientists to support accurate data modeling and business analytics.
Find, understand, trust, access, and enrich relevant data to produce actionable insights within the role’s span of control.
Present concepts and communicate findings clearly to non-technical roles throughout the organization.
Build and maintain relationships across the department and organization, promoting a team-oriented approach.
Proactively seek process-improvement opportunities and adapt to change.