workforce management analyst

Navia Benefit Solutions, Inc.

<div>
 <span>
  <span>
   <span>
    <span>
     This is a remote position working 8:30a-5:30p&nbsp;PST, 9:30a-6:30p MST, 10:30a-7:30p CST, 11:30a-8:30p EST
     <br/>
     <br/>
     This position pays $50,000-$65,000 Annually
     <br/>
    </span>
   </span>
  </span>
 </span>
 &nbsp;
 <span>
  <span>
   <span>
    <span>
     About the Company
     <br/>
    </span>
   </span>
  </span>
 </span>
 <span>
  <span>
   <span>
    <span>
     <span>
      Navia Benefit Solutions is a national third-party administrator specializing in FSAs, HSAs, HRAs, COBRA, commuter, and lifestyle benefits. With over 30 years of experience, Navia delivers a simple and amazing benefits experience through innovative technology, U.S.-based support, and a people-first culture.
      <br/>
     </span>
    </span>
   </span>
  </span>
 </span>
 &nbsp;
 <span>
  <span>
   <span>
    <span>
     Position Summary
     <br/>
    </span>
   </span>
  </span>
 </span>
 <span>
  <span>
   <span>
    <span>
     <span>
      The Workforce Analyst is responsible for delivering data-driven insights that improve staffing efficiency and customer experience. This role supports forecasting, scheduling, intraday management, and performance analytics for Navia&rsquo;s contact center operations. Using Calabrio ONE, Amazon Connect, Power BI, Salesforce, and Excel, the analyst ensures service levels are achieved while optimizing resource utilization.
      <br/>
     </span>
    </span>
   </span>
  </span>
 </span>
 &nbsp;
 <span>
  <span>
   <span>
    <span>
     Essential Functions
    </span>
   </span>
  </span>
 </span>
 &nbsp;
 <ul>
  <li>
   <span>
    <span>
     <span>
      <strong>
       <span>
        <span>
         Forecasting &amp; Capacity Planning:
         <br/>
        </span>
       </span>
      </strong>
      <span>
       <span>
        Build and maintain accurate short-term and long-term forecasts for inbound calls, emails, and chats using Calabrio ONE and Amazon Connect data. Identify trends, seasonality, and marketing impacts to ensure staffing alignment with service goals and operational budgets.
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <strong>
       <span>
        <span>
         Scheduling &amp; Resource Optimization:
         <br/>
        </span>
       </span>
      </strong>
      <span>
       <span>
        Design and manage agent schedules in Calabrio to balance coverage, cost efficiency, and employee engagement. Account for shrinkage, PTO, training, and offline activities while maintaining optimal service levels across all queues.
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <strong>
       <span>
        <span>
         Intraday Management &amp; Real-Time Monitoring:
         <br/>
        </span>
       </span>
      </strong>
      <span>
       <span>
        Monitor queue performance, adherence, and staffing in real time. Proactively recommend and implement adjustments (overtime, voluntary time off, skill reassignments, or break/lunch optimization) to recover or maintain SLAs during unplanned volume fluctuations.
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <strong>
       <span>
        <span>
         Performance Reporting &amp; Analytics:
         <br/>
        </span>
       </span>
      </strong>
      <span>
       <span>
        Analysis of Power BI dashboards and Excel-based reports that visualize operational performance, including AHT, occupancy, service levels, and forecast variance. Present findings and insights to leadership to drive data-informed decisions.
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <strong>
       <span>
        <span>
         Data Analysis &amp; Continuous Improvement:
         <br/>
        </span>
       </span>
      </strong>
      <span>
       <span>
        Combine data from Amazon Connect, and Calabrio to identify root causes of performance gaps, contact drivers, and improvement opportunities. Partner with cross-functional teams to implement process changes and measure impact.
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <strong>
       <span>
        <span>
         System Administration &amp; Data Integrity:
         <br/>
        </span>
       </span>
      </strong>
      <span>
       <span>
        Maintain accurate configuration and data mapping across workforce management systems. Ensure that queue structures, agent skills, and scheduling groups remain aligned with operational changes and business objectives.
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <strong>
       <span>
        <span>
         Communication &amp; Stakeholder Collaboration:
         <br/>
        </span>
       </span>
      </strong>
      <span>
       <span>
        Partner with Operations, Training, HR, and IT to ensure workforce plans support both business priorities and employee experience. Translate technical analyses into clear insights for non-technical audiences.
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <strong>
       <span>
        <span>
         Operational Readiness &amp; Peak Planning:
         <br/>
        </span>
       </span>
      </strong>
      <span>
       <span>
        Support seasonal and campaign-based staffing strategies through &ldquo;what-if&rdquo; modeling, historical trend analysis, and scenario planning. Provide recommendations to leadership on overtime, hiring, or cross-training requirements.
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <strong>
       <span>
        <span>
         Reporting Standardization &amp; Documentation:
         <br/>
        </span>
       </span>
      </strong>
      <span>
       <span>
        Develop and maintain SOPs, templates, and data definitions for all workforce management processes to ensure accuracy, repeatability, and cross-team knowledge transfer.
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <strong>
       <span>
        <span>
         Continuous Learning &amp; Innovation:
         <br/>
        </span>
       </span>
      </strong>
      <span>
       <span>
        Stay current on emerging WFM, AI, and analytics technologies to enhance forecasting accuracy, improve real-time management, and automate manual reporting processes.
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
 </ul>
 <span>
  <span>
   <span>
    <span>
     Qualifications
     <br/>
     <br/>
    </span>
   </span>
  </span>
 </span>
 <span>
  <span>
   <span>
    <strong>
     <span>
      <span>
       Required:
      </span>
     </span>
    </strong>
   </span>
  </span>
 </span>
 <ul>
  <li>
   <span>
    <span>
     <span>
      <span>
       <span>
        <span>
         3&ndash;5 years of experience in Workforce Management, Forecasting, Scheduling, or Contact Center Analytics.
        </span>
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <span>
       <span>
        <span>
         Proficiency with Calabrio ONE, Amazon Connect, Power BI, Salesforce, and Excel (pivot tables, formulas, visualizations).
        </span>
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <span>
       <span>
        <span>
         Strong analytical and problem-solving skills with attention to detail and data accuracy.
        </span>
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <span>
       <span>
        <span>
         Proven ability to communicate technical findings clearly to both leadership and frontline teams.
        </span>
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <span>
       <span>
        <span>
         Solid understanding of contact center metrics (AHT, SLA, occupancy, adherence, shrinkage).
         <br/>
        </span>
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
 </ul>
 <span>
  <span>
   <span>
    <strong>
     <span>
      <span>
       Preferred:
      </span>
     </span>
    </strong>
   </span>
  </span>
 </span>
 <ul>
  <li>
   <span>
    <span>
     <span>
      <span>
       <span>
        <span>
         Experience in benefits administration or healthcare service environments.
        </span>
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <span>
       <span>
        <span>
         Knowledge of Erlang C, capacity planning, and shrinkage modeling.
        </span>
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <span>
       <span>
        <span>
         Familiarity with Power BI DAX/Power Query or SQL for data transformation.
        </span>
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <span>
       <span>
        <span>
         Associate&rsquo;s or Bachelor&rsquo;s degree in Business, Analytics, Math, or related field.
        </span>
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
 </ul>
 &nbsp;
 <span>
  <span>
   <span>
    <span>
     Why Join Navia?
    </span>
   </span>
  </span>
 </span>
 &nbsp;
 <ul>
  <li>
   <span>
    <span>
     <span>
      <span>
       <span>
        <span>
         Collaborative, data-driven culture focused on people, process, and technology.
        </span>
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <span>
       <span>
        <span>
         Opportunity to help shape workforce strategy in a growing organization.
        </span>
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <span>
       <span>
        <span>
         100% remote position within the U.S.
        </span>
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <span>
       <span>
        <span>
         Competitive pay and comprehensive benefits package.
         <br/>
        </span>
       </span>
      </span>
     </span>
    </span>
   </span>
  </li>
 </ul>
 <span>
  <span>
   <span>
    <strong>
     <span>
      Navia Offers:
     </span>
    </strong>
   </span>
  </span>
 </span>
 <ul>
  <li>
   <span>
    <span>
     <span>
      <span>
       Health Insurance
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <span>
       Dental &amp; Vision Benefits
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <span>
       Education Reimbursement
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <span>
       401K with employer contribution
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <span>
       Employee Assistance Program
      </span>
     </span>
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <span>
      <span>
       Paid Time Off
       <br/>
       <br/>
      </span>
     </span>
    </span>
   </span>
  </li>
 </ul>
 &nbsp;
</div>


Workforce Analyst

Navia Benefit Solutions

<div><div><div><div><div><div>This is a remote position working 8:30a-5:30p PST, 9:30a-6:30p MST, 10:30a-7:30p CST, 11:30a-8:30p EST<br>
<br>
This position pays $50,000-$65,000 Annually</div></div><div><h3 class="jobSectionHeader"><b><br>
About the Company</b></h3></div><br>
</div><br>
Navia Benefit Solutions is a national third-party administrator specializing in FSAs, HSAs, HRAs, COBRA, commuter, and lifestyle benefits. With over 30 years of experience, Navia delivers a simple and amazing benefits experience through innovative technology, U.S.-based support, and a people-first culture.</div></div><div></div><div><div><h3 class="jobSectionHeader"><b><br>
Position Summary</b></h3></div><div><div><br>
The Workforce Analyst is responsible for delivering data-driven insights that improve staffing efficiency and customer experience. This role supports forecasting, scheduling, intraday management, and performance analytics for Navia&rsquo;s contact center operations. Using Calabrio ONE, Amazon Connect, Power BI, Salesforce, and Excel, the analyst ensures service levels are achieved while optimizing resource utilization.</div></div><div><h3 class="jobSectionHeader"><b><br>
Essential Functions</b></h3></div><br>
</div>
<ul><li><b>
Forecasting &amp; Capacity Planning:</b><br>
Build and maintain accurate short-term and long-term forecasts for inbound calls, emails, and chats using Calabrio ONE and Amazon Connect data. Identify trends, seasonality, and marketing impacts to ensure staffing alignment with service goals and operational budgets.</li><li><b>
Scheduling &amp; Resource Optimization:</b><br>
Design and manage agent schedules in Calabrio to balance coverage, cost efficiency, and employee engagement. Account for shrinkage, PTO, training, and offline activities while maintaining optimal service levels across all queues.</li><li><b>
Intraday Management &amp; Real-Time Monitoring:</b><br>
Monitor queue performance, adherence, and staffing in real time. Proactively recommend and implement adjustments (overtime, voluntary time off, skill reassignments, or break/lunch optimization) to recover or maintain SLAs during unplanned volume fluctuations.</li><li><b>
Performance Reporting &amp; Analytics:</b><br>
Analysis of Power BI dashboards and Excel-based reports that visualize operational performance, including AHT, occupancy, service levels, and forecast variance. Present findings and insights to leadership to drive data-informed decisions.</li><li><b>
Data Analysis &amp; Continuous Improvement:</b><br>
Combine data from Amazon Connect, and Calabrio to identify root causes of performance gaps, contact drivers, and improvement opportunities. Partner with cross-functional teams to implement process changes and measure impact.</li><li><b>
System Administration &amp; Data Integrity:</b><br>
Maintain accurate configuration and data mapping across workforce management systems. Ensure that queue structures, agent skills, and scheduling groups remain aligned with operational changes and business objectives.</li><li><b>
Communication &amp; Stakeholder Collaboration:</b><br>
Partner with Operations, Training, HR, and IT to ensure workforce plans support both business priorities and employee experience. Translate technical analyses into clear insights for non-technical audiences.</li><li><b>
Operational Readiness &amp; Peak Planning:</b><br>
Support seasonal and campaign-based staffing strategies through &ldquo;what-if&rdquo; modeling, historical trend analysis, and scenario planning. Provide recommendations to leadership on overtime, hiring, or cross-training requirements.</li><li><b>
Reporting Standardization &amp; Documentation:</b><br>
Develop and maintain SOPs, templates, and data definitions for all workforce management processes to ensure accuracy, repeatability, and cross-team knowledge transfer.</li><li><b>
Continuous Learning &amp; Innovation:</b><br>
Stay current on emerging WFM, AI, and analytics technologies to enhance forecasting accuracy, improve real-time management, and automate manual reporting processes.</li></ul><div></div><div><div><h3 class="jobSectionHeader"><b><br>
Qualifications</b></h3></div></div><br>
<b>
Required:</b><ul><li>
3&ndash;5 years of experience in Workforce Management, Forecasting, Scheduling, or Contact Center Analytics.</li><li>
Proficiency with Calabrio ONE, Amazon Connect, Power BI, Salesforce, and Excel (pivot tables, formulas, visualizations).</li><li>
Strong analytical and problem-solving skills with attention to detail and data accuracy.</li><li>
Proven ability to communicate technical findings clearly to both leadership and frontline teams.</li><li>
Solid understanding of contact center metrics (AHT, SLA, occupancy, adherence, shrinkage).</li></ul><br>
<b>
Preferred:</b><ul><li>
Experience in benefits administration or healthcare service environments.</li><li>
Knowledge of Erlang C, capacity planning, and shrinkage modeling.</li><li>
Familiarity with Power BI DAX/Power Query or SQL for data transformation.</li><li>
Associate&rsquo;s or Bachelor&rsquo;s degree in Business, Analytics, Math, or related field.</li></ul><div></div><div><div><h3 class="jobSectionHeader"><b><br>
Why Join Navia?</b></h3></div><br>
</div>
<ul><li>
Collaborative, data-driven culture focused on people, process, and technology.</li><li>
Opportunity to help shape workforce strategy in a growing organization.</li><li>
100% remote position within the U.S.</li><li>
Competitive pay and comprehensive benefits package.</li></ul><br>
<b>
Navia Offers:</b><ul><li>
Health Insurance
</li><li>Dental &amp; Vision Benefits</li><li>
Education Reimbursement</li><li>
401K with employer contribution</li><li>
Employee Assistance Program</li><li>
Paid Time Off</li></ul><p><br>
Please visit our career page and apply directly: www.naviabenefits.com/workatnavia</p>
<p>Not all positions allow for remote work, but those that do will only be available in the following states: AZ, CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, PA, SD, TN, TX, UT.</p><p>
</p><p>47srT8cSCY</p></div>

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

Transcom

<p></p><div><div><div><div><div><div><div><div><div><div>WFM Junior Analyst</div><div><p><b>
Location</b><b>: </b>Egypt, Cairo</p><p><b>
Job category</b><b>: </b>Operations</p><p><b>
Language</b><b>: </b>English</p></div><div><div><div><div><i>
Transcom is all about people, and we&rsquo;re looking for a WFM Junior Analyst to support our team and help create a workplace where everyone thrives. You&rsquo;ll assist with workforce planning, reporting, and analysis to ensure smooth operations and optimal performance. If you&rsquo;re passionate about data and making a difference, apply today and join us!</i></div><div></div><div><i><br>
Join our Transcom Team as a WFM Junior Analyst!</i></div><div></div><div><i><br>
Be on the front line of support for clients and deliver impactful work on a company level. In this role, you will:</i></div><div><i>
Be responsible for supporting Workforce Management activities, including data analysis, reporting, scheduling support, and real-time monitoring to ensure optimal staffing and performance.</i></div><div><i>
Assist in generating reports, analyzing trends, and identifying opportunities to improve efficiency and service levels.</i></div><div><i>
Contribute to the project's success, propose improvements, share knowledge, and learn together with your colleagues.</i></div><div><i>
Work rotational shifts; locations include 5th Settlement and Smart Village.</i></div><div></div><div><i><br>
What's in it for YOU!</i></div><div><i>
Best salary in the market.</i></div><div><i>
Transportation provided.</i></div><div><i>
Medical and social insurance.</i></div><div><i>
Location in New Cairo &amp; Smart Village.</i></div><div><i>
International and inclusive environment that makes you feel supported, encouraged, and welcome from day one.</i></div><div></div><div><i><br>
To be successful in this role, the following is needed:</i></div><div><i>
Language English minimum: B1 (Very good) or higher.</i></div><div><i>
Strong verbal and written communication skills.</i></div><div><i>
Strong MS Office knowledge is a must (especially Excel).</i></div><div><i>
0&ndash;1 year of experience in a similar role (WFM, reporting, data analysis, or operations support) is a plus.</i></div><div><i>
Strong analytical and problem-solving skills with attention to detail.</i></div><div><i>
Basic understanding of workforce management concepts (forecasting, scheduling, real-time adherence) is an advantage.</i></div><div><i>
Comfortable working with data, KPIs, and performance metrics.</i></div><div></div><div><i><br>
Professional qualifications / Specific knowledge:</i></div><div><i>
Minimum studies: Preferably a University degree in Economics, Business Administration, Statistics, Mathematics, or similar. In its absence, knowledge should be demonstrated through experience in similar functions.</i></div><div><i>
Knowledge or training in data analysis systems and statistics.</i></div><div><i>
Google Workspace: Spreadsheets (high level), Docs/Word (intermediate-high), Presentations/PowerPoint (intermediate-high).</i></div><div><i>
Communication tools (Email): intermediate to high level.</i></div><div><i>
Good knowledge of WFM software or similar tools used for scheduling, forecasting, and performance monitoring is an advantage.</i></div><div></div><div><i><br>
What Life at Transcom is like!</i></div><div></div><div><i><br>
At Transcom, we&rsquo;re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That&rsquo;s just how we are at Transcom. Here we care and root for each other. You&rsquo;re included, just as you are, from day one. And with the right mindset, there&rsquo;s no end to how far we can go together.</i></div><br>
<i>
&ldquo;We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.&rdquo;</i></div></div></div></div></div></div></div></div></div></div></div></div><p></p>

WFM Junior Analyst

<div>
 <p>
  Job Summary
 </p>
 <p>
  We are looking for a highly analytical and collaborative WFM Analyst to join our Workforce
 </p>
 <p>
  Management team. This role combines deep expertise in scheduling algorithms (e.g.,
 </p>
 <p>
  using FICO Mosel) with strong operational research capabilities to drive data-driven
 </p>
 <p>
  decision-making and workforce optimization. The ideal candidate will be proficient in SQL,
 </p>
 <p>
  Excel, and Python (or similar languages), and have experience coordinating
 </p>
 <p>
  cross-functional projects.
 </p>
 <p>
  Key Responsibilities:
 </p>
 <p>
  ● Design, implement, and optimize scheduling algorithms using languages like FICO
 </p>
 <p>
  Mosel to meet service level and efficiency goals.
 </p>
 <p>
  ● Apply operational research techniques such as linear programming, integer
 </p>
 <p>
  programming, simulation, and queuing theory to solve complex workforce and
 </p>
 <p>
  operational challenges.
 </p>
 <p>
  ● Develop and maintain automated scheduling models and decision-support tools.
 </p>
 <p>
  ● Analyze large datasets using SQL and Excel to monitor and improve generated output
 </p>
 <p>
  and processes.
 </p>
 <p>
  ● Collaborate with stakeholders to coordinate and lead projects related to workforce
 </p>
 <p>
  optimization and operational efficiency.
 </p>
 <p>
  ● Translate business problems into mathematical models and present actionable insights
 </p>
 <p>
  into leadership.
 </p>
 <p>
  ● Continuously improve scheduling processes through innovation and automation.
 </p>
 <p>
  Required Skills &amp; Qualifications:
 </p>
 <p>
  ● Proven experience with scheduling/optimization algorithms (e.g., Mosel or similar tools),
 </p>
 <p>
  either in a professional environment or applied during academic studies
 </p>
 <p>
  ● Strong foundation in Operations Research methodologies (linear programming, integer
 </p>
 <p>
  programming, simulation, queuing theory)
 </p>
 <p>
  ● Advanced SQL and Excel for data analysis
 </p>
 <p>
  ● Programming in Python, R, or similar
 </p>
 <p>
  ● Ability to translate business problems into mathematical models
 </p>
 <p>
  ● Strong analytical and problem-solving skills
 </p>
 <p>
  ● Good communication and teamwork
 </p>
 <p>
  ● Ability to work independently and manage multiple priorities
 </p>
 <p>
  Preferred Qualifications:
 </p>
 <p>
  ● Experience in project coordination and cross-functional collaboration
 </p>
 <p>
  ● Experience in contact center / customer service environments
 </p>
 <p>
  ● Familiarity with WFM tools (Verint, NICE, Genesys)
 </p>
 <p>
  ● Experience with simulation tools (AnyLogic, Simul8) or optimization solvers (CPLEX,
 </p>
 <p>
  Gurobi)
 </p>
 <p>
  ● Knowledge of forecasting and real-time adherence tools
 </p>
 <p>
  ● Degree in Applied Mathematics / Operations Research
 </p>
 <p>
  Education and Specific Training:
 </p>
 <p>
  &bull; Bachelor&rsquo;s degree in Computer Science, Engineering (Electrical, Electronics,
 </p>
 <p>
  Communications), Statistics, Mathematics, Physics, Geophysics, or a related field from
 </p>
 <p>
  an accredited Faculty of Science, Engineering, or Political Science
 </p>
</div>


WFM Analyst & Operations Research Specialist

Eaton

<div><p>Eaton&rsquo;s Corporate Sector division is currently seeking a Analyst - Workforce Analytics.
</p><p>The expected annual salary range for this role is $71000 - $105000 a year.
</p><p>Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.
</p><div><div><div><h2 class="jobSectionHeader"><b>What you&rsquo;ll do:
</b></h2></div><div><div>Eaton&rsquo;s Corporate Sector is currently seeking an Analyst - Workforce Analytics to join our team. This position is eligible for a hybrid work set up if candidates lives within 50 miles of Beachwood, OH location, or remote work in the U.S. if not in the geographical area of Beachwood, OH.
<br>
Position Overview:
<br>
This role conducts data-driven analyses to support the strategic and operational goals of the human resources function and Eaton overall. The analyst will work with various stakeholders to understand their needs, identify key metrics, design and implement analytical solutions, and communicate insights and recommendations with regards to internal and external labor markets.
<br>
In this function you will:
<br>
<ul><li>Conduct labor market analyses across a global scope.
</li><li>Dive deep into internal and external workforce data to uncover trends and opportunities.
</li><li>Translate complex business challenges into technical solutions.
</li><li>Consult with stakeholders and present insights that drive action.
</li><li>Collaborate with our forward-thinking analytics team that values curiosity, agility, and innovation.
</li><li>Conduct labor market analyses, including external benchmarking, internal segmentation, and workforce planning.
</li><li>Analyze labor market trends in support of site-, division-, and company-level growth initiatives for global locations.
</li><li>Use various tools and techniques, such as descriptive statistics, inferential statistics, data visualization, etc.
</li><li>Collaborate and consult with various stakeholders to understand their business needs, challenges, and opportunities.
</li><li>Source, extract, compile and manipulate data to prepare for analysis.
</li><li>Design and maintain interactive dashboards and reports, leveraging custom syntax and DAX expressions to enable self-service analytics.
</li><li>Present insights through compelling visualizations and storytelling, enabling data-driven decisions across HR and leadership teams.
</li></ul></div></div></div><div><div><h2 class="jobSectionHeader"><b>Qualifications:
</b></h2></div><div><div>Required (Basic) Qualifications:
<br>
<ul><li>Bachelor&rsquo;s degree with a minimum of 3 years of relevant analytics experience within HR domain, or an advanced degree (Master&rsquo;s or PhD) with at least 6 months of relevant experience within HR domain.
</li><li>Must be able to work in the United States without corporate sponsorship now and within the future
</li></ul></div></div></div><div><div><h2 class="jobSectionHeader"><b>Skills:
</b></h2></div><div><div>Position Criteria:
<br>
<ul><li>Up to 10% travel required
</li><li>Proficient in using various analytical tools and software, such as Excel, Power BI, R, Python, SQL, etc.
</li><li>Strong analytical and problem-solving skills, with the ability to handle complex and/or large-scale data sets and navigate ambiguity.
</li><li>Excellent communication and presentation skills, with the ability to translate data into actionable insights and recommendations.
</li><li>Strong project management and organizational skills, with the ability to manage multiple tasks and prioritize effectively.
</li><li>High level of attention to detail and accuracy.
</li><li>Team player with a positive attitude and a customer-oriented mindset.
</li><li>Exposure to labor market analytics is preferred.
</li></ul></div></div></div></div><p>All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates&rsquo; privacy rights and data security will be protected in accordance with applicable laws.
</p><p><b>The application window for this position is anticipated to close on 4-17-2026.<br>
</b></p><p></p><p>We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.<br>
</p><p></p><p>Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.<br>
</p><p></p><p>You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.<br>
</p><p></p><p>To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.<br>
</p><p></p><p>We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.</p></div>

Analyst - Workforce Analytics

WESCOM CREDIT UNION

<div><p><b>Please use Firefox or Chrome internet browser to complete this application</b></p><p></p><h2 class="jobSectionHeader"><b>
Current Wescom Employees: Please visit the Career Center in Workday to search and apply for a current job opening.</b></h2><p></p><h2 class="jobSectionHeader"><b>
We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.</b></h2><p>
Salary Grade:</p>
155N<p>
Salary Pay Range for This Position:</p>
$29.26 - $42.47<div><p><b>
POSITION SUMMARY:</b></p><p></p><p>
As a multi-channel communication contact center, the Member Contact Center (MCC) is required to maintain a high and consistent level of member service that supports our strategic goals.</p><p></p><p>
The Real Time Analyst is responsible for monitoring daily metrics and real time states of contact center representatives utilizing available workforce management tools. Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are logged on and available to assist incoming calls, chats and emails. Monitor contact center inbound and outbound, scheduled and unscheduled as well as off phone activities for representatives in real time to ensure adherence to schedules. The Real Time Analyst will have system access to view daily performance compared to the Workforce Management (WFM) forecast. The actions and deliverables of this position directly influence the service level performance of service to our members and ultimately end user satisfaction.</p><p></p><p>
Required to collaborate and communicate with Workforce Management and the MCC Assistant Manager-Operations to ensure understanding of metrics and provide tracking to support representative&rsquo;s attendance and adherence performance.
</p><p></p><p><b>ESSENTIAL POSITION FUNCTIONS:</b></p><p></p><p>
Manages the call volume, daily attendance, break and lunch schedules, team meetings and training as published by Workforce Management</p><p></p><p>
Monitors and adjust resource work schedules to ensure adequate resource coverage and achieve service level targets</p><p></p><p>
Administers volume contingency action plans as deemed necessary and appropriate.</p><p>
Works closely with the operations team to analyze and help improve their delivery processes</p><p></p><p>
Generates ideas for process and service improvement planning</p><p></p><p>
Produces daily, biweekly and monthly internal reports</p><p></p><p>
Answers Floor Monitor/Attendance Line Calls during shift as required</p><p></p><p>
Provides assistance with the integration and implementation of new call center technologies.</p><p></p><p>
Maintains proficiency in technology applications, including the operating system and ancillary systems. Must be knowledgeable with Excel. Contributes to organizational efforts in process improvements.</p><p></p><p>
Ensures department compliance with audit and security standards, policies and procedures, and loss prevention measures. Maintains confidentiality of Credit Union and member records.</p><p></p><p>
Communicates well, both verbally and in writing, effectively shares information and ideas with others, and demonstrates good listening skills.</p><p></p><p>
Ensures individual appearance reflects the desired level of professionalism. Maintains the physical environment of the department according to Wescom standards.</p><p></p><p>
Maintains good attendance and punctuality in adherence with Wescom policy.</p><p></p><p><b>
EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:</b></p><p></p><p>
High School graduate.</p><p>
Previous financial industry and customer service experience preferred.</p><p>
Knowledgeable with industry standard call center metrics</p><p>
Bachelor&rsquo;s Degree or Minimum of one year of experience in a multi-channel call center environment</p><p>
Intermediate knowledge of various forecasting / scheduling software</p><p>
Strong organizational skills; attention to detail and accuracy</p><p>
Strong analytical and problem solving skills</p><p>
Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail</p><p>
Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion</p><p>
Excellent communication skills, both written and oral. Possess good decision making and analytical skills, and ability to exercise good judgment. Ability to maintain confidentiality of credit union and member records.</p><p></p><p><b>
COMPUTER SKILLS:</b></p><p></p><p>
Proficient in Microsoft applications (Word, Excel, Outlook). Must be proficient in technology applications including the Credit Union&rsquo;s operating system and specialized software required for performance of position.</p><p></p><p><b>
MATHEMATICAL SKILLS:</b></p><p></p><p>
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages and to create and interpret bar graphs.</p><p></p><p><b>
PHYSICAL DEMANDS:</b></p><p></p><p>
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.</p><p></p><p><b>
WORK ENVIRONMENT:</b></p><p></p><p>
This position may qualify as Remote or Hybrid with a home base at one of Wescom&rsquo;s offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time and for any reason or no reason, with or without notice by Wescom or Employee.</p><p></p><p>
The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.</p><p>
The noise level in the work environment is moderately quiet. It is a non-smoking environment.</p><p></p><p>
The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p><p></p><p>
This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.</p></div><h3 class="jobSectionHeader"><b>
If you are applying for a Hybrid/Remote position, </b><b>please note applicants</b><b> are required to reside within </b><b>our Wescom service</b><b> areas which are defined as the following counties: Los Angeles, Orange, San Bernardino, Riverside, Ventura, Santa Barbara, San Diego, Imperial ,Fresno, Kern, Kings, Madera, Merced, Mariposa, Monterey, San Benito, San Joaquin, San Luis Obispo, Santa Cruz, Stanislaus and Tulare counties.</b></h3></div>

Member Contact Center Real Time Analyst

Search 10000+ Workforce management analyst jobs near you this April. New roles added regularly across leading industries. Apply today.

10000 workforce management analyst jobs Near Me

Workforce Analyst

Workforce Analyst

Operations Analyst, Workforce Management & Planning

WFM Junior Analyst

WFM Analyst & Operations Research Specialist

Analyst - Workforce Analytics

Member Contact Center Real Time Analyst