Workforce Analyst - Remote

Posted Yesterday

Data Analysis

Full Time

Worldwide

Real-time Queue Management

Overview

The Workforce Analyst plays a critical role in optimizing workforce management strategies to enhance operational efficiency, supporting both frontline staff and management in achieving service-level objectives.

In Short

Provide comprehensive support to operational teams for seamless KPI delivery.
Develop and maintain operational reports including Client SLA and Real-Time adherence reports.
Utilize advanced reporting tools and Excel for interactive dashboards.
Conduct volume forecasting and develop staff scheduling plans.
Collaborate with leadership to execute strategies meeting service level requirements.
Monitor real-time contact volumes and propose actionable solutions.
Adjust active schedules based on staffing levels and operational demands.
Assist in training and mentoring junior workforce associates.

Requirements

Minimum 2 years of experience in workforce management or related field.
Proficient in MS Office 365, Google Suite, Salesforce, and Genesys.
Strong analytical and problem-solving skills.
Experience with volume forecasting and staff scheduling.
Familiarity with Workforce Optimization platforms.
Excellent written and verbal communication skills.
Strong knowledge of customer care processes.
Ability to work collaboratively with cross-functional teams.

Benefits

Inclusive workplace culture.
Equal opportunity employer.

Motive

Motive is a dynamic and rapidly growing company specializing in SaaS solutions for businesses operating trucks across the United States. With a focus on driving new business sales, Motive empowers its team members to take ownership of the sales cycle, from prospecting to closing deals. The company values driven and experienced sales professionals who are committed to achieving results and offers opportunities for advancement within its Premier and Enterprise sales segments. Motive promotes a collaborative work environment, allowing employees to work remotely while engaging in on-site customer meetings. The company is dedicated to fostering a culture of continuous learning and innovation, encouraging its team to embody a growth mindset and proactively seek creative solutions.

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