Workforce Management Analyst

Valon Mortgage • Phoenix, AZ

11d

About The Position

The Workforce Management Analyst will play a strategic role at Valon’s contact center in driving workforce planning. This position is critical to ensuring we meet staffing needs across multiple channels (phone, chat, email) through accurate forecasting, headcount planning, and effective scheduling with continuous optimization of staffing strategies. You’ll partner with leadership across departments to provide data-backed insights, shape planning processes, and support scalable operations that align with our business goals.

Requirements

• High proficiency in analyzing operational data, modeling scenarios, and presenting insights to leadership as needed.
• Excellent organizational and documentation skills with the ability to manage competing priorities in a fast-paced environment.
• Great written and oral communication skills with the ability to deliver complex workforce data clearly.
• Advanced proficiency in Excel, using pivot tables, including formulas, skilled in providing reporting requirements
• Minimum 2 years of workforce management or workforce planning experience in a contact center environment.
• Prior experience with workforce management platform (e.g., NICE, Alvaria, Avaya) NICE is preferred
• Minimum education requirement: High school diploma or GED equivalent required

Responsibilities

• Own responsibility for the workforce management, including forecasting, capacity planning, scheduling, real-time monitoring, schedule adherence, and reporting for our contact center.
• Provide analytics for historical volume trends across all contract center channels to provide key short and long-term forecasting goals that support staffing and needs and planning.
• Lead translating forecasting data into actionable staffing models that align with servicing level agreements (SLAs) and budget.
• Regularly evaluate, design, and implement staffing models that drive higher efficiency and better agent utilization across all contact center departments.
• Define best times for required training and training schedules.
• Manage and oversee the contact center staffing members PTO process (approval/denials) based on staffing needs, ensuring the balance of business coverage and team availability.
• Own and provide data-driven insight to identify needs for voluntary time off (VTO) or overtime (OT) based on daily volumes and activity.
• Collaborate with business units to continuously improve real-time strategies and intraday responsiveness, using insights from forecasting and scheduling to guide decisions.
• Other duties as assigned

Benefits

• Compensation: competitive salary and 401 (k) plan
• Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits
• Food & meals: in-office snacks and drinks, and Bagel Fridays
• Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.
• Grow together: Company-wide orientation for you to successfully onboard and other learning & development opportunities, including regular review cycles that feature 360-degree feedback
• Generous time off: 17 days paid time off, sick days, and 11 company holidays
• Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid, so you can focus your energy on your newest addition

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED