Workforce Analyst

About the Company

Position Summary

Essential Functions

• Forecasting & Capacity Planning: Build and maintain accurate short-term and long-term forecasts for inbound calls, emails, and chats using Calabrio ONE and Amazon Connect data. Identify trends, seasonality, and marketing impacts to ensure staffing alignment with service goals and operational budgets.
• Scheduling & Resource Optimization: Design and manage agent schedules in Calabrio to balance coverage, cost efficiency, and employee engagement. Account for shrinkage, PTO, training, and offline activities while maintaining optimal service levels across all queues.
• Intraday Management & Real-Time Monitoring: Monitor queue performance, adherence, and staffing in real time. Proactively recommend and implement adjustments (overtime, voluntary time off, skill reassignments, or break/lunch optimization) to recover or maintain SLAs during unplanned volume fluctuations.
• Performance Reporting & Analytics: Analysis of Power BI dashboards and Excel-based reports that visualize operational performance, including AHT, occupancy, service levels, and forecast variance. Present findings and insights to leadership to drive data-informed decisions.
• Data Analysis & Continuous Improvement: Combine data from Amazon Connect, and Calabrio to identify root causes of performance gaps, contact drivers, and improvement opportunities. Partner with cross-functional teams to implement process changes and measure impact.
• System Administration & Data Integrity: Maintain accurate configuration and data mapping across workforce management systems. Ensure that queue structures, agent skills, and scheduling groups remain aligned with operational changes and business objectives.
• Communication & Stakeholder Collaboration: Partner with Operations, Training, HR, and IT to ensure workforce plans support both business priorities and employee experience. Translate technical analyses into clear insights for non-technical audiences.
• Operational Readiness & Peak Planning: Support seasonal and campaign-based staffing strategies through “what-if” modeling, historical trend analysis, and scenario planning. Provide recommendations to leadership on overtime, hiring, or cross-training requirements.
• Reporting Standardization & Documentation: Develop and maintain SOPs, templates, and data definitions for all workforce management processes to ensure accuracy, repeatability, and cross-team knowledge transfer.
• Continuous Learning & Innovation: Stay current on emerging WFM, AI, and analytics technologies to enhance forecasting accuracy, improve real-time management, and automate manual reporting processes.

Qualifications

• 3–5 years of experience in Workforce Management, Forecasting, Scheduling, or Contact Center Analytics.
• Proficiency with Calabrio ONE, Amazon Connect, Power BI, Salesforce, and Excel (pivot tables, formulas, visualizations).
• Strong analytical and problem-solving skills with attention to detail and data accuracy.
• Proven ability to communicate technical findings clearly to both leadership and frontline teams.
• Solid understanding of contact center metrics (AHT, SLA, occupancy, adherence, shrinkage).

• Experience in benefits administration or healthcare service environments.
• Knowledge of Erlang C, capacity planning, and shrinkage modeling.
• Familiarity with Power BI DAX/Power Query or SQL for data transformation.
• Associate’s or Bachelor’s degree in Business, Analytics, Math, or related field.

Why Join Navia?

• Collaborative, data-driven culture focused on people, process, and technology.
• Opportunity to help shape workforce strategy in a growing organization.
• 100% remote position within the U.S.
• Competitive pay and comprehensive benefits package.

• Health Insurance
• Dental & Vision Benefits
• Education Reimbursement
• 401K with employer contribution
• Employee Assistance Program
• Paid Time Off