This role will provide forecast modeling, capacity planning, and staffing optimization analysis support to our management and Mod teams. The ideal Workforce Analyst will work to ensure our partners are happy, execute tasks promptly, and provide insights based on data.
If you are passionate about supporting a dynamic team and thrive in a fast-paced environment, we want to hear from you!
Pay Rate:To be discussed in the interview phase
Commitment:40 hours per week
Language Required: English
What You'll Do
- Support business decisions through the preparation of timely and accurate variable staffing forecasts across multiple business units for a predominantly contractor-based workforce with specific focus on improving the customer experience and maximizing operational efficiencies
- Validate confidence of established influences/drivers (factors determining forecasts) leveraging advanced statistical methodologies (correlation, regression, etc.)
- Create long term staffing forecasts, mid-range operational plans, and short-term intraday scheduling forecasts
- Provide analysis and recommendations to improve staffing levels and efficiency
- Respond to management requests to produce “what if” scenarios
- Provide recommendations for Mod schedules, creative shifting based on trending and analysis for upcoming schedule bids
- Articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
- Study department work, vacation, and absence records (shrinkage) for on-going historical trend analysis and offer recommendations for forecasting purposes
- Interface with operational management to understand the fast-changing business needs and make updates where necessary
- Support organizational change through a period of high growth, building the systems and infrastructure to support that growth.
Our Ideal Candidate - Who You Are:
- 3+ years of forecasting and operational planning experience in a call center environment required
- 2+ years of experience in advanced trend analysis and ability interpret data to provide recommendations to drive key business decisions
- Forecasting and advanced analytical role within a large volume, enterprise-level call center strongly preferred
- Experience with the operational and planning differences between an internal employee workforce and a predominantly contractor-based workforce
- Ability to create and manipulate data modeling and relational database structures for Workforce Management forecasting
- Strong analysis skills, understanding complex formulas, data transformations, and record keys from multiple sources
- Excellent proficiency with Excel (advanced - intermediate level) and Google Sheets.
- Excellent analytical skills with carefully honed written and visual communication skills.
- Familiar and comfortable with a variety of CRMs like Zendesk, Sprout Social, moderation filters, etc.
- See problems as challenges and can use your analytical skills to prepare insights, adding value to yourself, your team, and your company.
- ModSquad is both complex and demanding. You need to be a fast learner who is trustworthy and can work independently
ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.
Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.
Philippines
