Workforce Analyst

Blueprint•Bellevue, WA

20h•$27 - $31•Remote

About The Position

The Workforce Analyst serves as a subject matter expert on all core workforce functions including forecasting, scheduling and real-time monitoring. In this position you will use your strong analytical and Excel/SQL skills to translate business considerations into effective solutions. You will complete ad hoc requests for reports and analyses as needed and provide recommendations for process improvements to increase efficiency within the team and the customer care organization. This position will remain aligned to the current remote work framework until the transition back into our campus.

Requirements

Bachelor’s degree or equivalent work experience required.
Expert level Excel skills (complex calculations, pivot tables creation/manipulation, external data links, macros, VBA) required.
Strong understanding of data mining/SQL – skillset includes the ability to own and successfully deliver assigned projects in this space.
Strong Performance record including attendance.
Strong math and PC skills preferred.
Understanding of statistical methods preferred.
Works on significant and unique issues requiring evaluation of intangibles.
Exercise independent judgment and select criteria to set standard procedures.
Creates formal networks involving coordination across multiple groups.
Builds strong relationships within the team, support departments and networks externally within all areas of the company industry.
Acts independently to determine methods and procedures on new/special assignments.
Ability to concentrate on routine tasks for extended periods of time.
Critical/analytical thinking with the aptitude to make quick accurate judgment.
Meticulous attention to detail and the ability to rely on most current documentation.
Strong empathetical communication skills with good time management and attendance.
Ability to handle sensitive, confidential data.
Adaptability and accountability.
Exceptional written and verbal communication skills (primary language and English).
Ability to function well in a high-paced, metric driven and at times stressful or ambiguous environment.
Maintain poise, diplomacy, and professionalism always in all interactions.
Excellent interpersonal, organizational and relationship building skills.
Strong problem solving and business decision making abilities.
Ability to perform with little or ambiguous guidance.
Ability to troubleshoot, resolve and research issues with little oversight.
Ability to prioritize tasks and manage multiple priorities simultaneously.
Ability to de-escalate user complaints.
Must be able to work in a fluid, multi-cultural, close-working, diverse environment.
Ability to work under pressure.
Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements.
Ability to sit at a workstation for extended periods, engaging with content on a monitor.
Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm.
Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients.
Role may require the ability to communicate in written form other languages as specified based on engagement requirements.
Openness to receiving constructive feedback and maintaining courtesy in interactions.
Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations.
Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

Nice To Haves

Strong math and PC skills preferred.
Understanding of statistical methods preferred.

Responsibilities

Completion, coordination and oversight of ad hoc analysis, team initiatives and projects.
Automation of existing department functions and process documentation and improvement.
Ensure scheduling tools are leveraged to maintain an efficient workforce.
Main point of contact for operations team members.
Support process execution efficiency through resource management, effective scheduling and accurate process area forecasting.
Analyze and develop action plans and resolve operation delivery and/or service level issue.
Drive performance of Workforce Management Analysts to the highest level, creating a culture of accountability and execution.
Independently own and successfully deliver on assigned projects and analyses work to support business needs.
Make required updates in the system using WFM Portal (e.g. schedule changes, team assignments, etc.).
Add New Hires to the database using WFM Portal.
Follow the Attrition Process and send separation notices.
Process Schedule Change and Internal Move requests.
Assist Training team with special requests (examples include reports, analysis and recommendations).
Daily Coverage Report.
Callouts processing using the PTO tool and PTO tool administration.
Running ADP Timecard report and uploading into database using the VM machine.
Checking if employees with missed punches reported to work.
Communicating to Support Coordinators once the report is ready.
Monitor and manage all assigned and associated tasks within the WFM Inbox (emails processing) to log time off requests in the PTO tool and reply to emails.
Assist Agents, Team Leads, and OPM’s with PTO tool issues, questions, and time off requests.
Maintain ongoing communication with HR, Benefits based on business need.
Update and manage personal and team tasks and project status on the Planner.
Check new posts on the WFM Discussions TL Channel and address new questions if needed.
Assist with the new employee onboarding: data entry, credential setup, tool access, distribution lists, etc.
Validate data and fulfill custom report requests.
Assist employees with timecard issues.
End-of-month and payroll close audits and reporting.
Other data and reporting duties as necessary.
Performs other duties as assigned.