Workforce Management & Data Analyst

Hourly Range: $37.64 - $47.04
Exact compensation may vary based on skill, experience and location. Why SAFE?SAFE offers so much more than just full medical, vision, dental, 401k matching, HSA, and FSA! Learn more about how we support our workforce!

• Professional Development Opportunities: Offering training programs, workshops, and mentorship.
• Recognition and Appreciation: Regularly acknowledging employee achievements and contributions.
• Flexible Work Arrangements: Providing options for remote work and flexible scheduling.
• Positive Company Culture: Fostering an inclusive, collaborative, and supportive work environment.
• Career Growth: Clear paths for career advancement and internal promotions.
• Work-Life Balance: Encouraging a healthy balance between professional and personal life.
• Employee Empowerment: Allowing employees to make decisions and have autonomy in their roles.
• Space of Belonging: ERGs, YOUnity Council and a focus around diversity, equity inclusion and belonging.  
• Wellness Programs: Promoting physical and mental health through wellness initiatives and resources.
• Strong Leadership: Having leaders who inspire, support, and guide their teams effectively.
• Sense of Purpose: Creating a sense of mission and aligning company goals with employees' personal values.

POSITION PURPOSEThe Workforce Management (WFM) Analyst is responsible for scheduling staff, monitoring adherence, analyzing call volume trends, and optimizing intraday workforce adjustments to maintain service levels in the contact center. This role collaborates closely with Contact Center leadership to ensure the efficient use of human and technological resources.    ESSENTIAL FUNCTIONS AND BASIC DUTIESWorkforce Planning & Forecasting

• Develop and manage short-term and long-term workforce schedules to optimize efficiency.
• Forecast call volume trends using historical data, seasonal trends, and predictive analytics.
• Create and maintain capacity plans that align with business needs, ensuring appropriate staffing levels.
• Work closely with leadership to accommodate new product launches, marketing campaigns, training courses and business changes.

Real-Time Monitoring & Intraday Adjustments

• Monitor real-time call volumes, queue activity, and agent performance, adjusting as necessary.
• Adjust schedules dynamically to manage unplanned events, spikes in call volume, and agent availability.
• Proactively identify service level risks and provide timely recommendations to leadership.

Schedule & Adherence Management

• Track and analyze agent schedule adherence and productivity.
• Manage shift bids, time-off requests, and schedule modifications while balancing employee preferences and business needs.
• Handle callouts from employees through the sick-line and communicate with leaders to ensure proper scheduling adjustments.
• Implement and maintain real-time adherence dashboards for leadership visibility.

Reporting & Data Analytics

• Develop and maintain WFM reports, providing insights on key performance indicators (KPIs) such as occupancy, shrinkage, and service levels.
• Utilize data visualization tools (Power BI, Excel) to generate actionable insights.
• Conduct data analysis to identify areas for operational improvement and provide recommendations for optimization
• Conduct root cause analysis for deviations in forecast accuracy and performance metrics.

Process Improvement & Optimization

• Continuously evaluate workforce management processes, identifying opportunities for automation and efficiency improvements.
• Partner with IT and leadership teams to enhance technology upgrades available with vendor.
• Recommend process improvements for reducing hold times, improving service levels, and optimizing employee engagement.

Technology Utilization & System Management

• Leverage workforce management tools to enhance workforce planning and analysis.
• Ensure accurate configuration and utilization of WFM systems, troubleshooting as needed.
• Partner and provide system training and support to Contact Center managers on workforce planning tools and processes.

Additional Responsibilities

• Conduct monthly performance reviews with leadership to discuss workforce trends.
• Develop contingency plans for high-impact scenarios (e.g., system outages, unexpected call spikes).
• Participate in workforce strategy meetings and contribute to long-term capacity planning.
• Perform other tasks and projects as assigned by leadership.

 QUALIFICATIONS Education/Certification: Bachelor’s degree, or equivalent work experience. Required Knowledge:            Two to five years of related experience working as a WFM/intra-day analyst or equivalent/similar experience. Expertise with applicable computer software (Word, Excel, PowerPoint, Outlook, WFM software, ACD/Contact Center Reporting, Power BI). Experience Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Skills/Abilities:

• Strong analytical and problem-solving skills, with the ability to interpret complex workforce data.
• Advanced Excel skills and experience with Power BI for ad-hoc reporting.
• Knowledge of SQL (preferred).
• Effective communication skills, both verbal and written, to interact with leadership and cross-functional teams.
• Strong organizational and time management skills, with the ability to multitask in a fast-paced environment.
• Ability to adapt to business changes and shifting priorities.
• Flexibility to work varying shifts, including mornings, evenings, weekends, and occasional travel.
• Commitment to confidentiality and data security best practices.

 WORK ENVIRONMENT/PHYSICAL DEMANDS SUMMARY  LANGUAGE SKILLS

• Excellent communication skills (verbal, written, listening skills, and empathy).
• Expert ability to build relationships with other leaders, business partners, and stakeholders.

 MATHEMATICAL SKILLS AND REASONING ABILITY

• Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

 PHYSICAL DEMANDS AND WORK ENVIRONMENT

• 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 regularly required to sit and talk or hear, and use hands to finger, handle, or feel objects, tools, or controls.
• The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.
• The noise level in the work environment is usually moderate.

   INTENT AND FUNCTION OF JOB DESCRIPTIONS This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions.  All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.