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Workforce Analyst
@Ride Health
[Hiring] Workforce Analyst @Ride Health
Apr 02, 2025 - Ride Health is hiring a remote Workforce Analyst. 💸 Salary: $55,000 - $60,000 annually. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
We are seeking a detail-oriented and analytical Workforce Analyst to support our contact center operations. This role is critical in ensuring optimal staffing levels, improving efficiency, and maintaining service level goals. The ideal candidate will have experience using Five9 or similar workforce management (WFM) tools and a strong background in forecasting, scheduling, and real-time monitoring.
- Utilize Five9 (or other WFM tools) to develop and manage agent schedules, ensuring proper coverage to meet service level agreements (SLAs).
- Forecast staffing needs by analyzing historical data, call volume trends, and seasonal fluctuations to recommend hiring and staffing adjustments.
- Monitor real-time adherence, call queues, and agent performance to ensure optimal efficiency, making intraday adjustments as needed.
- Provide data-driven recommendations on workforce optimization, scheduling strategies, and cost-effective staffing solutions.
- Collaborate with leadership to develop and implement best practices for workforce planning and capacity management.
- Generate and maintain workforce reports, dashboards, and key performance indicators (KPIs) to track trends and identify areas for improvement.
- Serve as a subject matter expert on workforce management tools, processes, and reporting.
- Work closely with the contact center director to align hiring strategies with business needs.
- Identify opportunities for automation and process improvements to enhance operational efficiency.
- Assist in developing and maintaining workforce policies, including time-off approvals, shift bids, and adherence expectations.
- Make intra-day adjustments to staffing and skilling as needed, coordinating voluntary time off (VTO), overtime (OT), and shift/skill changes to address fluctuations in volume or agent availability.
- Administer agent time-off requests based on defined processes and capacity allowances.
- Contribute to process improvement initiatives related to workforce planning, scheduling, and real-time management.
Qualifications
- Experience with Five9 or a similar WFM platform is required.
- 2+ years of proven workforce management experience in a contact center environment, preferably multi-channel.
- Strong analytical skills with proficiency in Excel, Google Sheets, or other data analysis tools.
- Proven success with forecasting, scheduling, and real-time workforce management.
- Strong understanding of Automatic Call Distributor (ACD) systems and reporting capabilities.
- Ability to effectively analyze trends, generate reports, and present findings to stakeholders.
- Strong problem-solving skills and attention to detail.
- Excellent communication and collaboration skills to work effectively across teams.
- Advanced skills in Microsoft Excel, including complex formulas, pivot tables, data analysis, and charting.
- Strong organizational and time management skills, with the ability to prioritize tasks effectively in a fast-paced environment.
Requirements
- NOTE: Candidates must have internet speed of 100 mbps and ability to hard-wire in via ethernet as needed.
Benefits
- Competitive compensation $55,000 - $60,000 annually, plus a rich benefits offering.
- Career advancement opportunities.
- Fully remote - skip the commute.
- Unlimited Paid Time Off.
- Medical, Dental, and Vision insurance - Employee coverage 100% company paid!
- Multiple great coverage options offered for employees and dependents with generous company contribution and quick eligibility.
- TalkSpace, Healthy Advocate EAP, Teledoc, One Medical, KindBody - all company provided.
- Life insurance, short-term disability, long-term disability - again, all paid for by Ride Health.
- 401k retirement savings plan with 4% fully vested employer match right out of the gate.
- Fully paid parental leave after 6 months of employment.
- And we're always looking to add more...
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
All others
All others
|
Salary
💸
$55,000 - $60,000 annually
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Apr 02, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
