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Data Analysis
Workforce Analyst
@LE001 ModSquad, Inc.
[Hiring] Workforce Analyst @LE001 ModSquad, Inc.
Apr 04, 2025 - LE001 ModSquad, Inc. is hiring a remote Workforce Analyst. 💸 Salary: to be discussed in the interview phase. 📍Location: Jamaica.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
This role will provide forecast modeling, capacity planning, and staffing optimization analysis support to our management and Mod teams.
- Support business decisions through the preparation of timely and accurate variable staffing forecasts across multiple business units for a predominantly contractor-based workforce with specific focus on improving the customer experience and maximizing operational efficiencies
- Validate confidence of established influences/drivers (factors determining forecasts) leveraging advanced statistical methodologies (correlation, regression, etc.)
- Create long term staffing forecasts, mid-range operational plans, and short-term intraday scheduling forecasts
- Provide analysis and recommendations to improve staffing levels and efficiency
- Respond to management requests to produce “what if” scenarios
- Provide recommendations for Mod schedules, creative shifting based on trending and analysis for upcoming schedule bids
- Articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
- Study department work, vacation, and absence records (shrinkage) for ongoing historical trend analysis and offer recommendations for forecasting purposes
- Interface with operational management to understand the fast-changing business needs and make updates where necessary
- Support organizational change through a period of high growth, building the systems and infrastructure to support that growth
Qualifications
- 3+ years of forecasting and operational planning experience in a call center environment required
- 2+ years of experience in advanced trend analysis and ability to interpret data to provide recommendations to drive key business decisions
- Forecasting and advanced analytical role within a large volume, enterprise-level call center strongly preferred
- Experience with the operational and planning differences between an internal employee workforce and a predominantly contractor-based workforce
- Ability to create and manipulate data modeling and relational database structures for Workforce Management forecasting
- Strong analysis skills, understanding complex formulas, data transformations, and record keys from multiple sources
- Excellent proficiency with Excel (advanced - intermediate level) and Google Sheets
- Excellent analytical skills with carefully honed written and visual communication skills
- Familiar and comfortable with a variety of CRMs like Zendesk, Sprout Social, moderation filters, etc.
- See problems as challenges and can use your analytical skills to prepare insights, adding value to yourself, your team, and your company
- Fast learner who is trustworthy and can work independently
Benefits
- Competitive benefits
- Most positions are remote
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| 📍 | Be aware of the location restriction for this remote position: Jamaica |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Data Analysis
Data Analysis
|
Salary
💸
to be discussed in the interview phase
|
Remote
Location
Jamaica
|
|
Job Type
full-time
|
Posted
Apr 04, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Jamaica |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
