WorkForce Management Analyst

Professional Staffing Services Group • Altamonte Springs, FL

1d • Hybrid

About The Position

We are seeking a data-driven Workforce Management Analyst to optimize call center efficiency through expert forecasting, scheduling, and real-time analysis. In this role, you will bridge the gap between data and operations, ensuring our staffing levels align perfectly with service goals. You will utilize advanced tools like the Erlang Calculator and Five9 to drive performance across Tier 1 and Tier 2 teams.

Hybrid Work Model Weeks 1-3: In-office Tuesday-Thursday; Remote Monday/Friday. Week 4: Fully Remote for all teams.

Note: This schedule is subject to change at the direction of Senior Leadership based on projects, meetings, or performance needs.

Requirements

• Candidates must reside within 50 miles of the Altamonte Springs corporate office.
• Experience & Education: Degree: Bachelor's degree in HR, Finance, Business, or a related field (Master's preferred).
• Experience: 4+ years of relevant professional experience, including at least 3 years managing complex data-driven projects or HRIS implementations.
• Technical Savvy: Proficiency in Microsoft Excel (advanced data visualization) and experience with Erlang Calculators . Experience with Five9 , PeopleSoft , or SQL is highly preferred.
• Remote Work Readiness: A dedicated, quiet home office free of distractions. High-speed internet with a hardwired Ethernet connection required.
• Core Competencies: Critical Thinking: Ability to spot patterns in large datasets and define actionable solutions.
• Communication: Strong interpersonal skills to build rapport and communicate technical data to stakeholders at all levels.
• Adaptability: Ability to manage multiple priorities with minimal supervision and meet strict deadlines.

Nice To Haves

• Professional experience in a Healthcare setting.
• Background in PeopleSoft or HRIS systems.
• Professional certifications in Project Management, Change Management, or Data Analytics.

Responsibilities

• Forecasting & Strategy: Analyze historical call volumes and trends to project future staffing needs. Use specialized tools (Erlang-C) to determine headcount allocation and budgetary impacts.
• Real-Time Management: Monitor live queues and agent adherence via WFM tools. Proactively manage "shrinkage" (breaks, lunches, and away time) to maintain target service levels.
• Reporting & Analytics: Design and deliver daily, weekly, and monthly performance dashboards focusing on Service Level (SL), Average Handle Time (AHT), Abandonment Rate, and Occupancy.
• Collaborative Planning: Lead weekly meetings with leadership to review forecasts and labor schedules. Adjust skill-based routing in Five9 to meet fluctuating demands.
• Operational Optimization: Identify bottlenecks and recommend data-backed solutions to improve cost-per-call, utilization, and quality of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level