SCAN

Senior Workforce Analyst

SCAN

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $28 - $32 per hour

Job Level

Senior

About the role

  • Forecasting and capacity planning will incorporate contact center channels (i.e., voice/phone, secure message, unsecure email, text, etc.) and other activities (i.e., research, follow-up, etc.).
  • Work output to include gap analysis.
  • Capacity planning to organizational objectives.
  • The desired reporting and analysis will be generated for prior month, current month, and long-term forecasts which will be utilized in a monthly cross-departmental meeting to determine budget and resources.
  • Facilitate additional communication and reporting with stakeholders, ensuring transparency and alignment across teams.
  • Forecasting and capacity planning will be continually prepared refined to adjust modeling based upon inputs and historical data.
  • Model and visualize complex scenarios to inform strategic decision-making and ensure optimal resource allocation.
  • Utilize Aspect software in combination with other resources to generate ongoing forecasting and capacity planning for internal customer departments.
  • Promote continuous improvement for role and the workforce management team.
  • Interact with Aspect software and other tools to update information to drive forecasting and capacity planning.
  • Work with internal customers to stay current with inputs that will impact forecasting and capacity planning.

Requirements

  • GED/High School Diploma or equivalent experience
  • 1-3 years of related experience.
  • 5 years' workforce management experience including forecasting and capacity planning (preferred)
  • Demonstrated experience solving significant and unique issues requiring evaluation of intangibles (preferred)
  • Deep experience and knowledge in workforce management functions including scheduling, forecasting, capacity planning, key call center performance metrics, and reporting (preferred)
  • Technical expertise.
  • Problem solving / debugging skills.
  • Strong communication skills.
  • Proficient in MS Office, PowerPoint, and Excel.
  • Builds strong relationships across teams and departments through formal networks and coordination.
  • Works effectively in team environments and contributes as a reliable, proactive team player.
  • Communicates clearly and professionally, both in writing and verbally, with strong interpersonal skills.
  • Thrives in fast-paced, hands-on business settings and adapts quickly to change.
  • Demonstrates continuous improvement mindset and takes initiative in managing responsibilities.
  • Self-starter who actively contributes to department-wide projects and daily operations.
  • Excels at multitasking and staying organized under pressure.
Benefits
  • An annual employee bonus program
  • Robust Wellness Program
  • Generous paid-time-off (PTO)
  • Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday
  • Excellent 401(k) Retirement Saving Plan with employer match and contribution
  • Robust employee recognition program
  • Tuition reimbursement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
forecastingcapacity planninggap analysisschedulingcall center performance metricsreportingproblem solvingdebuggingtechnical expertisedata modeling
Soft skills
strong communicationinterpersonal skillsteam playerrelationship buildingadaptabilityinitiativemultitaskingorganizational skillsproactivecontinuous improvement mindset
Certifications
GEDHigh School Diploma