Workforce Management and Performance Analyst

Southern Home Services•Maitland, FL

3d•Onsite

About The Position

Southern Home Services is a residential HVAC, Plumbing and Electrical company that acquires, owns, and operates businesses around the United States. We are seeking business leaders to join our growing team and become an integral part of our company's future. The Workforce Management and Performance Analyst will ensure the Contact Center and Inside Sales teams have the right capacity, skills, and coverage at the right times. The position will combine forecasting, scheduling, intraday management, quality analytics, virtual agent performance, and revenue funnel analysis to improve customer access, productivity, booking performance, and installed revenue. Turns data into clear recommendations, and partners with leaders to implement and measure improvements.

Requirements

Three to five years of experience in workforce management, workforce planning, contact center analytics, business intelligence, or a related role.
Experience supporting a high-volume, multi-site, multi-skill, or multi-channel contact center is strongly preferred.
Demonstrated experience with forecasting, staffing requirements, interval scheduling, intraday management, schedule adherence, shrinkage, occupancy, service level, and average handle time.
Familiarity with capacity modeling and Erlang-based staffing concepts is preferred.
Advanced Microsoft Excel skills are required.
Experience with Power BI or another visualization platform, SQL, automated reporting, and large multi-source datasets is preferred.
Experience with Talkdesk and ServiceTitan is strongly preferred; experience with Hatch or another virtual agent platform is a plus.
Fluent with Microsoft Word and PowerPoint.
Experience analyzing quality assurance results, sampling, calibration, customer interaction outcomes, sales funnels, opportunity conversion, attribution, and revenue performance is preferred.
Strong written and verbal communication skills with the ability to translate complex findings into clear operational actions for executives, managers, and frontline leaders.
Strong analytical judgment, curiosity, attention to detail, and the ability to identify root causes, challenge inconsistent data, and recommend practical solutions in a fast-paced environment.
Ability to manage recurring deadlines, shifting priorities, and urgent operating needs while maintaining accurate documentation and reporting controls.
Ability to provide periodic early-morning, evening, weekend, or peak-season support when business conditions require it.
A Bachelor's degree in Business Administration, Data Analytics, Finance, Operations, Human Resources, or a related field is preferred but not required. Equivalent professional experience will be considered.

Nice To Haves

Experience supporting a high-volume, multi-site, multi-skill, or multi-channel contact center
Familiarity with capacity modeling and Erlang-based staffing concepts
Experience with Power BI or another visualization platform, SQL, automated reporting, and large multi-source datasets
Experience with Hatch or another virtual agent platform
Experience analyzing quality assurance results, sampling, calibration, customer interaction outcomes, sales funnels, opportunity conversion, attribution, and revenue performance
A Bachelor's degree in Business Administration, Data Analytics, Finance, Operations, Human Resources, or a related field

Responsibilities

Develop and maintain rolling short-range and long-range forecasts for inbound voice, digital contacts, outbound campaigns, maintenance demand, and Inside Sales workloads. Forecast by 15- or 30-minute interval, center, queue, skill, trade, and channel, and adjust for weather, seasonality, marketing campaigns, promotions, holidays, operating hours, and field appointment availability.
Translate forecasted demand into required staffing and skill coverage using service goals, average handle time, occupancy, shrinkage, and operating-hour requirements. Build staffing scenarios and recommend hiring, attrition backfills, overtime, cross-training, shift design, and weekday, weekend, and after-hours coverage.
Create, publish, and maintain efficient schedules that align staffing with interval-level demand. Optimize shifts, breaks, meetings, training, paid time off, and project time while accounting for agent skills, time zones, availability, schedule rules, and business needs. Manage schedule changes and identify coverage gaps before they affect customers.
Monitor actual versus forecasted contact volume, handle time, staffing, queue conditions, service level, speed of answer, and abandonment throughout the day. Reforecast when demand changes, recommend or execute approved schedule adjustments, and coordinate the movement of resources among inbound, outbound, and offline work.
Maintain accurate event, status, and shrinkage definitions. Analyze schedule adherence, productive time, after-call work, planned and unplanned shrinkage, absences, meetings, and training time. Provide leaders with exception reporting, root-cause analysis, and practical recommendations for improvement.
Analyze the customer journey from initial contact through booking and completed job. Monitor service level, abandonment, transfer rate, booking rate, cancellations, reschedules, digital conversion, repeat contacts, and appointment availability. Diagnose performance by center, leader, agent, campaign, call type, trade, and daypart, and quantify customer and revenue impact.
Manage quality reporting, sampling coverage, and calibration analysis for human agents. Evaluate trends by center, leader, agent, tenure, interaction type, and outcome; identify critical errors, missed booking opportunities, process gaps, and scorecard inconsistencies; and connect quality results to booking, cancellations, handle time, completed jobs, and revenue.
Evaluate Hatch and future virtual agent performance, including booking accuracy, bookable-to-booked conversion, successful self-service, bailouts, escalations, transfers, intent or workflow failures, disposition accuracy, record quality, repeat contacts, customer opt-outs, after-hours results, and revenue contribution. Maintain a prioritized defect tracker and validate whether platform or workflow changes resolve identified issues.
Establish and maintain consistent definitions for eligible unsold estimates, ISR-worked estimates, sold estimates, paid or funded sales, scheduled work, and installed revenue. Report the volume, dollar value, and conversion rate of unsold estimates compared with estimates converted to sold by ISR, center, original estimator or Home Comfort Advisor, lead source, campaign, trade, estimate age, estimate value, product tier, and follow-up status. Clearly distinguish opportunity availability and quality from individual ISR execution.
Measure speed to first attempt, contact and response rates, attempts per opportunity, follow-up cadence compliance, pipeline aging, verbal commitments, payment or funding, correct sale attribution, sold-to-installed conversion, installed revenue, and quota attainment. Identify stale, unworked, and high-value opportunities; support workload prioritization; and forecast expected sales and installations by representative and center.
Reconcile estimate creation, follow-up activity, sale date, payment, scheduling, installation, cancellation, and attribution data so Inside Sales reporting is consistent and auditable. Maintain cohort logic that avoids mixing estimate-created periods with sale or installation periods, and identify duplicates, requotes, invalid estimates, missing ownership, and sales not influenced by Inside Sales.
Reconcile data across Talkdesk, ServiceTitan, Hatch, workforce management systems, and financial reporting. Maintain metric definitions, source-of-truth logic, agent rosters, queue and skill mappings, operating hours, and reporting controls. Automate recurring dashboards and validate accuracy before results are distributed.
Produce daily, weekly, and monthly performance reporting with clear findings, recommended actions, owners, timelines, and expected impact. Support business reviews, measure the results of coaching and process changes, evaluate pilots, and continuously improve workforce planning, reporting, and operating processes.
Partner with Contact Center and Inside Sales leaders, Field Operations, Marketing, Human Resources, Finance, Information Technology, and external technology partners to align staffing with campaigns, customer demand, and field capacity. Support contingency planning for weather events, outages, demand surges, and other business disruptions. Manages branch operations including the profitability of the location. Reviews P&L statement and monitors location profitability
Additional duties as assigned