Workforce Analyst

Regent University•Virginia Beach, VA

1d•Hybrid

About The Position

The Workforce Analyst uses university developed reporting to inform Enrollment Management (EM) processes and solve business problems. The Workforce Analyst also consults on data collection / processes and engages in projects of EM need, particularly those focused on enrollment, retention, productivity, efficiency and contact center routing strategies.

Requirements

Bachelor’s degree in a field relevant to the work required (typically business administration, human resources, industrial-organizational psychology, or a related field)
Must be comfortable with the detailed work of data validation and preparation.
Prior experience with analytical software is a must
Demonstrate the ability to translate data into presentable formats, via PowerBI or other visualization tools for organizational executives
Excellent communication and interpersonal skills, both oral and written, which demonstrate the ability to convey complex and technical data and concepts in ways suited to the recipient’s needs
Excellent customer service and project management skills, and the ability to manage multiple projects simultaneously.
Commitment to Regent’s core values of Excellence, Innovation, and Integrity

Responsibilities

Determine staff needs from various internal units based on Enrollment Management contacting trends and call center volume.
Maintain and enforce department guidelines
Collect, maintain, and expand upon the regularly requested reports in support of the various needs of the institution, including weekly, quarterly, annual, and ad hoc reporting needs for EM.
Develop data documentation manuals or other learning materials, as needed
Monitor contact center routing to meet customer demands within all EM business units
Conduct daily call center queue monitoring to ensure correct balance of staff with volume of both incoming and outgoing communication