workforce analyst

Fidium

<p>Major Duties<br/></p><p>Classification: Exempt / Non-Bargaining<br/></p><p>Position may be located remote. #LI-Remote<br/></p><p>Fidium is where next-generation fiber meets next-level opportunity. With a vision to be America&rsquo;s favorite fiber internet and network services provider, we deliver lightning-fast and reliable connections to families, businesses, and communities.<br/></p><p>Backed by one of the nation&rsquo;s top 10 fiber networks, Fidium is driven by a team of 2,500 employees. We champion innovation, integrity, and continuous improvement&mdash;empowering every team member to make a meaningful impact.<br/></p><p>The analyst will oversee contractor invoice controls, identify operational and financial improvement opportunities, develop and maintain workforce management models, and produce a variety of field operations and customer care performance reports. The role also supports monthly operational and financial review processes for Field Operations and Customer Care leadership.<br/></p><p>Responsibilities<br/></p><p>Contractor Invoice Controls &ndash; Field Operations &amp; Customer Care<br/></p><p>Review, validate, and approve contractor invoices to ensure accuracy, compliance with contractual terms, and alignment with operational agreements<br/>Streamline invoice coding and end?to?end invoice processing to improve efficiency and reduce errors<br/>Develop, maintain, and enhance invoice tracking and accrual processes to ensure timely and accurate financial reporting<br/>Partner with Finance and Procurement to resolve invoice discrepancies, improve controls, and continuously optimize invoice workflows<br/></p><p>Workforce Management &amp; Planning &ndash; Field Operations &amp; Customer Care<br/></p><p>Maintain and enhance workforce planning models to forecast labor needs based on volume, geography, service type, and operational demand<br/>Analyze productivity, utilization, and capacity metrics and recommend staffing and resourcing adjustments to meet service and cost targets<br/>Support scheduling optimization and labor cost management initiatives to improve operational efficiency<br/>Provide back up to Customer Care WFM<br/></p><p>Operating Performance Reporting &ndash; Field Operations &amp; Customer Care<br/></p><p>Develop, maintain, and distribute recurring and ad hoc performance reports for Field Operations and Customer Care<br/>Headcount analysis for Customer Care and detailed analysis for Field Operations<br/>Translate operational data into actionable insights and recommendations to support continuous improvement initiatives<br/>Automate reporting and analytics processes using tools such as Excel, Tableau, or similar platforms<br/>Prepare and present key findings, trends, and performance insights to senior leadership as part of monthly and ongoing operating reviews<br/>Qualifications<br/></p><p>Bachelor&rsquo;s degree in Business, Finance, Operations, or related field.<br/>5+ years of experience in operations analysis, workforce planning, or financial controls.<br/>Strong analytical and problem-solving skills.<br/>Proven track record delivering complex data and analytic projects that support monthly operating reviews and drive improvements in operational performance and customer experience.<br/>Proficiency in Excel and data visualization tools (Tableau, Power BI etc.).<br/>Experience with contractor management and field service operations preferred.<br/>Ability to influence decision-making through data-driven insights and executive-ready communications<br/></p><p>Preferred Skills:<br/></p><p>Familiarity with ERP systems and invoice processing platforms.<br/>Knowledge of telecommunications or utility industry operations.<br/>Ability to work cross-functionally and communicate effectively with field teams and corporate stakeholders.<br/>Benefits Offered<br/></p><p>We are proud to offer a comprehensive and competitive benefits package:<br/></p><p>401(k) matching<br/>Medical, Rx, Dental and Vision insurance<br/>Disability insurance<br/>Flexible spending account<br/>Health savings account<br/>Life insurance<br/>Tuition reimbursement<br/>Paid vacation and personal days<br/>Paid holidays<br/>Employee Assistance Program<br/>Annual bonus program to eligible employee's based upon organization performance<br/>Salary<br/></p><p>Pay range (commensurate with skills and experience): $85,000 - $95,000 Annual Salary<br/></p><p>Equal Opportunity Employer<br/></p><p>All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.<br/></p><p>Work Location: Remote<br/></p>

Operations & Workforce Planning Analyst

<div></div><div><div><div><div><ul><div>1 Opening</div>
 <div>Virginia</div></ul></div><p></p><div><br>
<div><div>
</div></div></div></div><div></div><div><h3 class="jobSectionHeader"><b>Role description</b></h3>
<div><p><b>Reporting &amp; Workforce Analytics Analyst</b></p>
<p><b>
Associate II - Cloud Infrastructure Services</b></p><br>
<p></p>
<p><b>
Who We Are:</b></p>
<p>
Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.</p>
<p>
UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.</p>
<p>
With us, you&rsquo;ll create a boundless impact that transforms your career&mdash;and the lives of people across the world.</p>
<p>
Visit us at UST.com.</p><br>
<p></p>
<p><b>
You Are:</b></p>
<p>
The Reporting &amp; Workforce Analytics Analyst is responsible for developing operational insights that support the effective management of IT performance. This role focuses on reporting, trend analysis, workforce forecasting, and operational analytics to improve service delivery, staffing optimization, and performance management.</p><br>
<p></p>
<p><b>
The opportunity:</b></p>
<ul><li> Develop and maintain daily, weekly, and monthly operational reports for performance.</li></ul>
<ul><li> Create dashboards that track key service metrics such as ticket volume, resolution time, SLA compliance, backlog trends, and service availability.</li></ul>
<ul><li> Consolidate data from multiple sources to produce clear and meaningful operational insights.</li></ul>
<ul><li> Workforce Management &amp; Forecasting</li></ul>
<ul><li> Analyze historical ticket trends to support staffing forecasts and workload planning.</li></ul>
<ul><li> Assist with workforce management reporting, including agent productivity, schedule adherence, and capacity utilization.</li></ul>
<ul><li> Identify patterns in ticket volumes to support resource planning and shift optimization</li></ul>
<ul><li> Operational Analytics</li></ul>
<ul><li> Perform trend analysis and root cause insights to identify recurring issues impacting service desk performance.</li></ul><br>
<p></p>
<p>
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.</p><p><br>
</p><p><b>What you </b><b>need:</b></p>
<ul><li> Strong proficiency in Microsoft Excel (advanced formulas, pivot tables, data analysis).</li></ul>
<ul><li> Experience building interactive dashboards using Power BI.</li></ul>
<ul><li> Ability to work with large operational datasets and transform them into meaningful insights.</li></ul>
<ul><li> Familiarity with data visualization and reporting best practices.</li></ul>
<ul><li> Basic understanding of data modeling and data preparation techniques.</li></ul>
<ul><li> Analytical Skills:</li></ul>
<ul><li> Strong analytical and problem-solving abilities.</li></ul>
<ul><li> Ability to identify patterns, trends, and operational insights from data.</li></ul>
<ul><li> Experience in trend analysis, forecasting, and performance reporting.</li></ul>
<ul><li> Operational Understanding</li></ul>
<ul><li> Exposure to IT Service Desk operations, ticketing systems, or ITSM environments is preferred.</li></ul>
<ul><li> Understanding of service metrics such as SLA, response time, resolution time, and ticket volume trends.</li></ul>
<ul><li> Soft Skills:</li></ul>
<ul><li> Strong communication and presentation skills.</li></ul>
<ul><li> Ability to explain analytical findings in simple operational terms.</li></ul>
<ul><li> Detail-oriented with strong organizational and documentation skills.</li></ul>
<ul><li> Ability to work collaboratively with operations and leadership teams.</li></ul>
<ul><li> Preferred Qualifications:</li></ul>
<ul><li> Bachelor&rsquo;s or Master&rsquo;s degree in Data Analytics, Data Science, Information Systems, Business Analytics, or related field.</li></ul>
<ul><li> Experience with service management or workforce analytics reporting.</li></ul>
<ul><li> Familiarity with ITSM tools such as ServiceNow, Remedy, or similar platforms is a plus.</li></ul><br>
<p></p>
<p>
Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.</p>
<p><b>
Role Location:</b><b> </b><b>Virginia</b></p>
<p><b>
Compensation Range</b>: $48,000-$72,000</p><br>
<p></p>
<p><b>
Benefits</b></p>
<p>
Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company&rsquo;s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.</p>
<p>
Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company&rsquo;s 401(k) Retirement Plan with employer matching.</p>
<p>
Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company&rsquo;s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.</p>
<p>
Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).</p>
<p>
All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.</p><br>
<p></p>
<p><b>
What we believe:</b></p>
<p>
We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.</p><br>
<p></p>
<p><b>
Humility:</b></p>
<p>
We will listen, learn, be empathetic and help selflessly in our interactions with everyone.</p>
<p><b>
Humanity:</b></p>
<p>
Through business, we will better the lives of those less fortunate than ourselves.</p>
<p><b>
Integrity:</b></p>
<p>
We honor our commitments and act with responsibility in all our relationships.</p><br>
<div></div>
<div><b>
Equal Employment Opportunity Statement</b></div><div><br>
UST is an Equal Opportunity Employer.</div><br>
<div></div>
<p>
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and &ldquo;fair chance&rdquo; ordinances.</p>
<div>
UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.</div><br>
<div></div>
<div>
#UST</div>
<div>
#CB</div>
<div>
#LI-AP6</div></div>
<h3 class="jobSectionHeader"><b>Skills</b></h3>
<div><p>cloud infrastructure,power bi,data modeling,data preparation,</p></div>
<h3 class="jobSectionHeader"><b>Benefits</b></h3>
<h3 class="jobSectionHeader"><p><b>Compensation range: $ 48,000.00 to 72,000.00 per year</b></p></h3></div></div></div><p></p>
<br><div><h3 class="jobSectionHeader"><b>About UST</b></h3>
<div>UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world&rsquo;s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients&rsquo; organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact&mdash;touching billions of lives in the process.</div></div>

Reporting & Workforce Analytics Analyst

City of Detroit

<div><div><div><div><div><b>Salary</b><div>
</div></div></div><div><div>$53,600.00 - $80,400.00 Annually</div>
</div></div><div><div><div><b>Location
</b></div></div><div></div><div><div>DWSD -735 Randolph Detroit MI 48226, MI</div>
</div></div></div><div><div><div><div><b>Job Type</b></div>
</div><div><div>Classified- Regular (DWSD Only)</div>
</div></div><div><div><div><b>Job Number</b></div>
</div><div><div>KC-032026-502061</div>
</div></div></div><div><div><div><div><b>Department</b></div>
</div><div><div>Water Department</div>
</div></div><div><div><div><b>Opening Date</b></div>
</div><div><div>03/18/2026</div>
</div></div></div><div><div><div><div><b>Closing Date</b></div>
</div><div><div>3/20/2026 11:59 PM Eastern</div>
</div></div><div><div><div><b>Bargaining Unit
</b></div></div><div><div>9031-Non Union Appointees (DWSD)</div></div></div></div></div>
<br><div><div><div><h2 class="jobSectionHeader"><b>Description</b></h2></div>
<div><p><i>This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates.</i><br>
<br>
<b>Applicants for open positions at the Detroit Water and Sewerage Department must be authorized to work for ANY employer in the U.S. The Detroit Water and Sewerage Department is unable to sponsor or take over sponsorship of an employment Visa at this time.</b></p><div><b><br>
SUMMARY:</b></div><div>
The Workforce Optimization Analyst is responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outgoing phone, chat, appointment setting, dispatching and email volume for Detroit Water and Sewerage Department (DWSD) Customer Service Call Center.</div><div></div><div><b><br>
ESSENTIAL JOB FUNCTIONS:</b></div><ul><li>
Tactical planning and historical trend analysis to ensure call center achieves key performance indicators on a daily and interval basis.</li><li>
Data analysis to achieve service level objectives, improve efficiencies and deliver exceptional customer service</li><li>
Monitor, adjust and optimize human resource utilization real-time to meet operational and business objectives.</li></ul><div></div><div><b><br>
RELATED JOB FUNCTIONS:</b></div><ul><li>
Realign resources to optimize coverage and service based on skill set and priority</li><li>
Communicate with front-line leaders to ensure they have the data needed to address staffing needs</li><li>
Monitor real-time service levels, average speed of answer using WFM and Real-Time Adherence software and telephony/routing reporting, to ensure all call center agents are complying and service levels are met</li><li>
Responsible for assisting in the daily efforts to provide outstanding customer experience by performing real-time management to service level and agent performance in an omni-channel contact center environment</li><li>
Keep up to date with technology and infrastructure</li><li>
Facilitate meetings</li><li>
Set priorities</li><li>
Recommend and ensure DWSD policies and procedures are followed</li><li>
Improve schedules for efficient use of resources to achieve service level goals</li><li>
Initiate schedule adjustments based on real-time monitoring of inbound and outbound queues for variances to forecasts</li><li>
Process real-time schedule requests</li><li>
Review and approve agent time off and schedule change requests</li><li>
Provide support for ad-hoc requests and projects</li><li>
Provide daily/intraday performance reports to Leadership</li><li>
Monitor WFM systems performance</li><li>
Collaborate with multiple teams to identify opportunities to further optimize performance</li><li>
Performs any other related duties as required or assigned</li></ul><div></div><div><br>
Perform related work duties as assigned.</div></div><br>
<p></p>
<div><h2 class="jobSectionHeader"><b>Examples of Duties</b></h2></div>
<p></p><div><div><b>Knowledge of:</b></div><br>
<div></div><ul><li>
Will be responsible for tactical planning and historical trend analysis to ensure the call center achieves key performance indicators on a daily and interval basis.</li><li>
Key responsibilities will include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver exceptional customer experience.</li><li>
This position is accountable for monitoring, adjusting, and optimizing staff levels for real-time staffing needs to meet operational and business objectives.</li><li>
Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently.</li></ul><ul><li>
Advanced skills using Microsoft Excel as well as workforce management software, such as IEX, Bright Pattern and Aspect in a business environment</li><li>
Ability to prioritize and meet tight deadlines</li><li>
Compiles Analytical Metrics</li><li>
Proactively identify risks, and opportunities around business performance</li><li>
Realign resources to optimize coverage and service based on skill set and priority</li><li>
Communicate with front-line leaders to ensure they have the data needed to address staffing</li><li><div><b>
KNOWLEDGE OF</b><b>:</b></div><ul><li>
Operating procedures</li><li>
Safe work practices</li><li>
Advanced skills using Microsoft Excel, Google sheets, workforce management software (ex. IEX), and contact center applications (ex. BrightPattern and Aspect) in a business environment</li><li>
Industry standards within the water and sewerage industry or related field</li><li>
Federal, State and local regulatory guidelines</li></ul></li><div></div><li><div><b><br>
SKILL TO</b><b>:</b></div><div><ul><li>
Workforce Management Software</li><li>
Data Analysis</li><li>
Forecasting</li><li>
Scheduling</li><li>
Reporting</li><li>
Problem-solving</li><li>
Critical thinking</li><li>
Use advanced technology</li><li>
Analyze and make decisions consistent with department policy</li></ul></div></li></ul></div><br>
<p></p>
<div><h2 class="jobSectionHeader"><b>Minimum Qualifications</b></h2></div>
<p></p><div><div><b>KNOWLEDGE OF</b><b>:</b></div><ul><li>
Operating procedures</li><li>
Safe work practices</li><li>
Advanced skills using Microsoft Excel, Google sheets, workforce management software (ex. IEX), and contact center applications (ex. BrightPattern and Aspect) in a business environment</li><li>
Industry standards within the water and sewerage industry or related field</li><li>
Federal, State and local regulatory guidelines</li></ul><div></div><div><b><br>
SKILL TO</b><b>:</b></div><div><ul><li>
Workforce Management Software</li><li>
Data Analysis</li><li>
Forecasting</li><li>
Scheduling</li><li>
Reporting</li><li>
Problem-solving</li><li>
Critical thinking</li><li>
Use advanced technology</li><li>
Analyze and make decisions consistent with department policy</li></ul></div><div></div><div><b><br>
ABILITY TO</b><b>:</b></div><ul><li>
Demonstrate decision making/complex problem solving</li><li>
Proactively gather the right data from appropriate source</li><li>
Probe/consider all the facts, other perspectives</li><li>
Conduct root cause analysis</li><li>
Prioritize key factors</li><li>
Act decisively, promptly and confidently</li><li>
Refer to long-term plans and goals</li><li>
Prioritize and meet deadlines</li><li>
Analyze with attention to detail, timeliness and accuracy</li><li>
Effectively utilize appropriate security and safety equipment and procedures</li><li>
Communicate effectively, both verbally and in writing with internal and external customers</li><li>
Understand and follow verbal and written instructions</li><li>
Establish, build and maintain effective working relationships</li><li>
Communicate frequently with team members and other units across the Department about process, equipment or potential problems</li><li>
Work with advanced technology and departmental applications</li><li>
Learn new software and procedures</li><li>
Make work processes more effective and efficient</li><li>
Maintain regular and reliable attendance</li><li>
Work with minimal supervision</li><li>
Sit or stand the entire workday viewing a computer monitor</li></ul></div><br>
<p></p>
<div><h2 class="jobSectionHeader"><b>Supplemental Information</b></h2></div>
<div><p>REQUIRED EDUCATION AND EXPERIENCE (position requirements at entry)</p><ul><li>
3+ years of Workforce Management experience in an omnichannel, skill-based contact center environment required.</li><li>
Experience with Workforce Management software including forecasting, scheduling, performance tracking, and reporting and contact center applications (ex. BrightPattern and Aspect)</li></ul><div></div><div><b><br>
ESSENTIAL REQUIREMENTS</b></div><div></div><div><b><br>
Physical Requirements:</b></div><div>
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.</div><div></div><div><b><br>
Environmental Working Requirements</b>:</div>
Work is performed in an office or plant environment with exposure to computer screens and noise.<br>
Other Requirements: Valid Michigan Driver&rsquo;s License<div>
Ability to work irregular hours, to commute to DWSD facilities and work sites, and respond to after-hour emergencies and on-call responses.</div><div></div><div><br>
This title is a non-Civil Service and at-will position. The organization may, in its sole discretion, fill this position on a full-time basis. The organization may in its sole discretion utilize a contract of employment, &ldquo;direct hire&rdquo;, or other process to fill the Position within this Title. Incumbency in a position within this title does not create a property right or expectation for the incumbent. The presence of this title or the position within this title does not in any way restrict the organization&rsquo;s sole discretion to utilize independent contractors or other means to provide for the performance of this work</div></div></div></div><p></p>
<br><p></p><div><div><div><div><div><b>EMPLOYMENT BENEFITS</b></div></div><div><div><div><div><div><div>The City of Detroit offers a competitive and comprehensive employee benefit package. We pride ourselves on the longevity of our employees. Part of the reason for the low turnover rate is the exceptional benefit package listed below. Benefits include, but are not limited to the following:<br>
<br>
<b>HEALTH</b><ul> <li><b>Medical - </b>Eligible for hospital, surgical, and prescription drug benefits. </li><li><b>Dental</b> </li><li><b>Vision</b></li></ul><b>INSURANCE</b><ul><li><b> </b><b>Life Insurance - </b>Optional group insurance available to employee and their family. The City pays 60% of premium for first $12,500 of employee life insurance. Employee may purchase, at own expense, life insurance for spouse and each dependent. </li><li><b>Long-Term Disability Insurance (Income Protection Plan) - </b>The City offers disability insurance through payroll deductions for persons who become disabled and who are not yet eligible for a service retirement.</li></ul><b>PAID TIME OFF</b><ul> <li><b>Sick Leave</b> </li><li><b>Vacation</b> </li><li><b>Holidays</b></li></ul><b>OTHER LEAVE BENEFITS</b><br>
The City also has the following paid and unpaid leaves; funeral leave, Family and Medical Leave, jury duty, military duty leave, unpaid personal leave,<br>
<br>
<b>RETIREMENT BENEFITS</b><br>
<b>City Employees Retirement System</b><br>
As a regular City employee you automatically become a member of the General Retirement System. This entitles you to a retirement allowance after:<br>
<ul><li>Completion of thirty (30) years of service;</li><li>At age sixty (60) if you have at least ten (10) years of service, or </li><li>At age sixty-five (65) with eight (8) years of service.</li><li>In the event of disability, other eligibility rules apply);</li><li>An early, actuarially reduced, retirement is offered after you have attained at least twenty-five (25) years of service;</li><li>Employees are vested after ten (10) years of service, regardless of age. </li></ul><br>
<b>ADVANCEMENT OPPORTUNITIES - </b>Employees have many opportunities for growth and career advancement throughout all City departments and divisions.<br>
<br>
<br>
<b><i>Have a successful career with the City of </i></b><b><i>Detroit</i></b><b><i>. Always remember that you are a part of a team with a common Vision of delivering excellent service to the citizens of the City of </i></b><b><i>Detroit</i></b><b><i>.</i></b></div></div></div></div></div></div></div></div></div><p></p>

Workforce Optimization Analyst (Internal employees only)

The Coca-Cola Company

<p></p><div><p>The Advisor, Short-Term Workforce Analyst is responsible for supporting operational excellence through accurate short-term forecasting, planning, project support, scheduling, and reporting across all contact center channels including calls, emails, chats and texts. This role requires strong analytical skills, advanced proficiency in Microsoft Excel and Power BI, and the ability to collaborate cross-functionally to ensure optimal service levels and business continuity during service disruptions.</p><p></p><p>
What You&rsquo;ll Do for Us</p><ul><li>
Develop and maintain short-term forecasts for call, email, and chat/text volumes using predictive and prescriptive analytics (30-minute interval to at least 3 weeks in advance).</li><li>
Maintain Workforce Management system (Genesys) with accurate volume, average handle time, arrival patterns, staffing, shrinkage, and other drivers for phone volume streams. Maintain Excel and PowerBI with accurate volume, average handle time, arrival patterns, staffing, shrinkage, and other drivers for email/chat/text volume streams.</li><li>
Collaborate with Operations teams to understand business drivers and incorporate insights with updated volume, average handle time, shrinkage and other drivers into forecasting models (Genesys and manual Excel/Power BI models) for all volume streams (phone/email/chat/text).</li><li>
Create and maintain dashboards and reports using Microsoft Excel, Power BI, and other MS Office tools such as PowerApps, Power Automate, SharePoint, MS Forms.</li><li>
Responsible for accurate collection and analytics of data</li><li>
Conduct regular trend analysis for specific lines of business</li><li>
Monitor real-time and historical contact volume trends to inform staffing and scheduling decisions.</li><li>
Partner with long term forecasters and intraday teams to ensure end-to-end planning and execution is aligned</li><li>
Coordinate with cross-functional teams to manage volume redirection during service disruptions.</li><li>
Facilitate regular forecast meetings with LOB partners</li><li>
Maintain a deep understanding of staffing availability and contact volume streams across all channels.</li><li>
Support scheduling processes to ensure optimal service levels and resource utilization.</li><li>
Proactively identify opportunities for process improvement and automation within workforce planning.</li><li>
Assist with ad-hoc requests and general strategy development</li><li>
Align front-line shifts with workload projections to support prompt customer service via weekly schedule optimization, schedule bids, mini bids and vacation bids, overtime and voluntary time off</li></ul><p></p><p>
Qualifications</p><ul><li>
Proven experience in workforce management, forecasting, or scheduling in a contact center environment.</li><li>
Advanced proficiency in Microsoft Excel (e.g., pivot tables, formulas, macros) and Power BI.</li><li>
Strong knowledge of Microsoft Office Suite for reporting and dashboard creation.</li><li>
Experience with omnichannel forecasting and scheduling (calls, emails, chats, text).</li><li>
Strong analytical, problem-solving, and communication skills.</li><li>
Ability and initiative to work collaboratively across departments including levels of leadership and manage multiple priorities.</li><li>
Preferred: BS/BA degree in related discipline (Business, Finance or Mathematics)</li><li>
Required WFM experience preferred</li><li>
Previous forecasting experienced preferred</li><li>
Strong communication skills</li><li>
Ability to multi-task and meet deadlines</li><li>
Ability to collaborate and influence others</li><li>
Easily adapts to change</li><li>
Excellent time management and organization skills</li></ul><p></p><p>
What We Can Do for You</p><ul><li>
Iconic &amp; Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife &amp; Topo Chico.</li><li>
Expansive &amp; Diverse Customers: We work with a diversified group of customers which range from retail &amp; grocery outlets, theme parks, movie theatres, restaurants, and many more each day.</li><li>
Large &amp; Connected Network: Ability &amp; exposure to cross-functional connected teams across the country &amp; globe allow you to enhance and maintain global connections that allow us to move faster and learn from others.</li><li>
Innovative Technology: We utilize and lead the market with our large supply chain network and state-of-art technology we use each day.</li></ul><p></p>
The Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States.<p></p>
Analytical Thinking, Analytical Thinking, Aspect eWorkforce Management, Collaborating, Communication, Computer Literacy, Customer Relationship Management (CRM), Customer Service, Data Analysis, Data Analytics, Data Mining, Data Research, Detail-Oriented, Forecasting, Forecasting Models, Genesys Workforce Management, Impact 360, Market Trends, Microsoft Excel, Microsoft Office, Microsoft Power Business Intelligence (BI), NICE IEX Workforce Management, Oral Communications, Predictive Forecasting, Problem Solving {+ 5 more}<p></p><p><b>
Pay Range:</b></p>
$60,200 - $74,100<p></p><p><i>
Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.</i></p><p></p><p><b>
Location(s):</b></p>
United States of America<p><b>
City/Cities:</b></p>
Remote<p></p><p><b>
Travel Required:</b></p>
00% - 25%<p></p><p><b>
Relocation Provided:</b></p>
No<p></p><p><b>
Job Posting End Date:</b></p>
March 20, 2026<p></p><p><b>
Our Purpose and Growth Culture:</b></p><p></p><p>
We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what&rsquo;s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors &ndash; curious, empowered, inclusive and agile &ndash; and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.</p><p></p>
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.<br>
<br>
Annual Incentive Reference Value Percentage:7.5<br>
Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.</div>

Advisor, Workforce Analysis

Somatus

<div>Overview:<p></p><div><br>
As the largest and leading value-based kidney care company, Somatus is empowering patients across the country living with chronic kidney disease to experience more days out of the hospital and healthier at home.</div><div><br>
</div><div>It takes a village of passionate and tenacious innovators to revolutionize an industry and support individuals living with a chronic disease to fulfill our purpose of creating More Lives, Better Lived. Does this sound like you?</div><div></div><div><b><br>
Showing Up Somatus Strong</b></div><div>
We foster an inclusive work environment that promotes collaboration and innovation at every level. Our values bring our mission to life and serve as the DNA for every decision we make:</div><ul><li><b>
Authenticity: </b>We believe in real dialogue. In any interaction, with patients, partners, vendors, or our teammates, we are true to who we are, say what we mean, and mean what we say.</li><li><b>
Collaboration: </b>We appreciate what every person at Somatus brings to the table and believe that together we can do and achieve more.</li><li><b>
Empowerment: </b>We make sure every voice gets heard and all ideas are considered, especially when it comes to our patients&rsquo; lives or our partners&rsquo; best interests.</li><li><b>
Innovation: </b>We relentlessly look for ways to improve upon the status quo to continuously deliver new solutions.</li><li><b>
Tenacity: </b>We see challenges as opportunities for growth and improvement &mdash; especially when new solutions will make a difference for our patients and partners.</li></ul><div></div><div><b><br>
Showing Up for You</b></div><div>
We offer more than 25 Health, Growth, and Wealth Work Perks to help teammates learn, grow, and be the best version of themselves, including:</div><ul><li>
Subsidized, personal healthcare coverage (medical, dental vision)
</li><li>Professional Development, CEU, and Tuition Reimbursement</li><li>
Curated Wellness Benefits supporting teammates physical and mental well-being</li><li>
Community engagement opportunities
</li><li>And more!</li></ul><div></div><div><br>
The Operations Analyst, Workforce Management &amp; Planning (&ldquo;WFM Analyst&rdquo;) will contribute to a culture of continual operational monitoring, evaluation, and action. The role will report to the Sr. Manager, Operations Planning, Performance, &amp; Workforce Management. The WFM Analyst will support various operational priorities to drive improvements to financial targets, client-facing goals, and operational efficiency metrics.</div><br>
<div></div>
Responsibilities:<div></div><div><br>
<ul><li>
Maintain capacity projections and staffing/caseload model</li><li>
Ensure accuracy of staffing reports</li><li>
Monitor operational KPIs (e.g., enrollment, show rates, appointment booking windows, enrolled case churn, touched cases and outreach per hour) to identify potential issues and propose solutions to improve trendsSupport operations performance monitoring processes</li><li>
Develop reports for operational standup meetings</li><li>
Review/monitor various reports; share output with relevant stakeholders and raise any data/output concerns with relevant partners</li><li>
Support operational process changes</li></ul></div><div><i>
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.</i></div>
Qualifications:
<div>
Required</div><div><ul><li><div>
Associate&rsquo;s Degree or Bachelor&rsquo;s Degree</div></li><li><div>
3+ years experience working in complex business requiring collaboration with teammates from various functional areas</div></li><li><div>
3+ years experience of analyzing operational or financial data</div></li><li><div>
3+ years experience making recommendations based on data and supporting implementation</div></li><li><div>
Intermediate proficiency with Microsoft Excel</div></li><li><div>
Highly organized and attentive to detail</div></li></ul></div><div>
Preferred</div><ul><li><div>
Experience working in the healthcare industry</div></li></ul>
Other Duties : Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Somatus, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated. https://somatus.com/careers/</div>

Operations Analyst, Workforce Management & Planning

Tucson Medical Center

<div><div><p><b>SUMMARY</b><b>:</b></p><p>
The Systems Analyst &ndash; HR Workforce serves as a strategic partner within the Human Resources department, and in collaboration with Finance, providing advanced support in the use and optimization of enterprise applications in the workforce management domain. This list includes but is not exclusive to our &ldquo;people&rdquo; system (currently PeopleSoft HR) and our &ldquo;Time and Attendance system&rdquo; currently, UKG Dimensions. This role is responsible for identifying optimal business processes in employee onboarding, schedule management, operational reporting for front line managers and dashboards that allow senior leaders to track on key performance indicators in optimized workforce management. Key deliverables of the position are uniform and correct use of systems by front line users and managers, demonstrating value in addressing workforce variation, and improved leader satisfaction by making workforce administration easier and more streamlined. The Informaticist works with HR leadership to define enterprise goals with respect to workforce optimization and then develops action plans to implement with leadership at various levels. The informaticist stays abreast of new features in HR applications and identifies best practice deployment strategies to stay current. Incumbent acts as a liaison to the Information Services build and developer teams to track on timely implementations.</p><p><br>
</p><p><b>ESSENTIAL FUNCTIONS:</b></p><ul><li> Lead the design and implementation of HR system configurations and process improvements.</li><li> Collaborate with HR leaders to define business requirements and translate them into optimized workflows and system enhancements.</li><li> Attend HR meetings and contribute to strategic planning, operational reviews, and workforce initiatives.</li><li> Provide consultative support on HR workflows and technology integration, with particular attention to workforce management. The scope of applications includes those referenced in the core description.</li><li> Develop and maintain dashboards and reporting tools to support management decision-making and operational efficiency.</li><li> Facilitate design sessions and change management initiatives focused on HR systems and processes.</li><li> Create and communicate status reports in accordance with departmental standards.</li><li> Meet regularly with HR, finance and Information Services stakeholders and provide written updates on project status and system performance.</li><li> Maintain consistent documentation following HR, finance and IT policies and procedures.</li><li> Identify and resolve complex HR system issues and implementation challenges.</li><li> Develop clear, concise training materials and conduct educational sessions for HR staff and organizational leaders.</li><li> Coordinate with vendors and IS teams on HR system updates, fixes, and enhancements.</li><li> Prepare Statements of Work (SOWs) that clearly define scope, expectations, and deliverables.</li><li> Stay current with vendor trends, strategic plans, and technology developments relevant to HR systems.</li><li> Demonstrate ongoing dedication to expanding HR, workforce management and informatics expertise and apply new knowledge to TMC initiatives.</li><li> Adhere to TMCH organizational and department-specific safety, confidentiality, values, policies, and standards.</li><li> Perform related duties as assigned.</li></ul><p></p><p><b><br>
MINIMUM QUALIFICATIONS</b></p><p><b>
EDUCATION:</b> Bachelor's degree or an equivalent combination of relevant education and experience.</p><p><b>
EXPERIENCE:</b> Three (3) years of experience in system analysis or operational support with enterprise applications required. Experience with PeopleSoft strongly preferred.
</p><p><b>LICENSURE OR CERTIFICATION:</b> None required.</p><p><b>
KNOWLEDGE, SKILLS, AND ABILITIES</b>:</p><ul><li> Advanced knowledge of system analysis and enterprise applications, especially Human Resource and Time and Attendance systems</li><li> Expertise in assessing HR needs and designing system solutions to improve efficiency and effectiveness.</li><li> Strong problem-solving skills and ability to draw valid conclusions from data and stakeholder input.</li><li> Ability to interpret business and technical documentation, regulations, and procedures.</li><li> Skilled in managing multiple priorities and navigating complex organizational environments.</li><li> Excellent communication and collaboration skills across departments and leadership levels.</li></ul></div></div><p></p>

Systems Analyst – HR Workforce

<div>
 <p>
  <strong>
   Job Summary
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  We are seeking a Data Analyst to drive operational efficiency through advanced Excel modeling and automated reporting. You will be responsible for building the tools that predict workload, manage resources, and track performance in real-time.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   1. Operational Modeling &amp; Forecasting
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Develop and maintain complex
   <strong>
    forecasting models
   </strong>
   in Excel to predict volume, headcount requirements, and resource allocation.
  </li>
  <li>
   Utilize
   <strong>
    Erlang-C
   </strong>
   and
   <strong>
    Inverse Erlang
   </strong>
   logic within Excel to determine optimal staffing levels and service level targets.
  </li>
  <li>
   Create "What-If" scenario builders to help leadership understand the impact of changing variables
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   2. Data Engineering &amp; Transformation (Power Query)
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Build robust
   <strong>
    ETL (Extract, Transform, Load)
   </strong>
   processes using
   <strong>
    Power Query
   </strong>
   to pull data from disparate sources (CSV, SQL, Web) into a clean, unified Excel Data Model.
  </li>
  <li>
   Automate the "data cleaning" cycle to ensure that 90% of your time is spent on analysis rather than manual data entry.
  </li>
  <li>
   Manage many-to-many relationships and complex measures using
   <strong>
    Power Pivot
   </strong>
   and
   <strong>
    DAX
   </strong>
   (Data Analysis Expressions).
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   3. Advanced Automation (VBA &amp; Office Scripts)
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Develop
   <strong>
    VBA Macros
   </strong>
   or
   <strong>
    Office Scripts
   </strong>
   to automate repetitive tasks, such as generating personalized agent scorecards or distributing daily PDF reports via Outlook.
  </li>
  <li>
   Build "Toolkits" for other departments&mdash;creating user-friendly Excel interfaces with buttons, forms, and automated validation.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   4. Performance Diagnostics &amp; Visualization
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Design high-impact,
   <strong>
    interactive Excel Dashboards
   </strong>
   using Slicers, Form Controls, and Dynamic Arrays.
  </li>
  <li>
   Identify root causes of performance dips through deep-dive analysis (e.g., Variance Analysis, Correlation, and Trend Mapping).
  </li>
  <li>
   Translate technical data into actionable executive summaries for weekly and monthly business reviews.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job Requirements
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Technical Mastery
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   <strong>
    Expert Excel:
   </strong>
   Mastery of
   <strong>
    Power Query
   </strong>
   (M Language) and
   <strong>
    Power Pivot
   </strong>
   (DAX) is non-negotiable.
  </li>
  <li>
   <strong>
    Logic &amp; Formulas:
   </strong>
   Expert in
   <strong>
    Dynamic Arrays
   </strong>
   (FILTER, UNIQUE, LAMBDA) and advanced lookups (XLOOKUP, INDEX/MATCH).
  </li>
  <li>
   <strong>
    Automation:
   </strong>
   Proficiency in writing/debugging
   <strong>
    VBA code
   </strong>
   or
   <strong>
    Office Scripts
   </strong>
   to streamline workflows.
  </li>
  <li>
   <strong>
    Data Integration:
   </strong>
   Experience connecting Excel directly to external databases or APIs.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Preferred Experience
  </strong>
 </p>
 <ul>
  <li>
   0 to 2 years of experience in Data Analytics, Workforce Management, or Production Planning.
  </li>
  <li>
   Prior experience in a high-volume environment (Contact Centers, Logistics, or Supply Chain) where real-time data is critical.
  </li>
 </ul>
 <p>
 </p>
</div>


Data Analyst

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