Workforce Optimization Analyst
Outcomes - Orlando
Work at Outcomes
Overview
- View job
Overview
Get AI-powered advice on this job and more exclusive features.
Workforce analysts interpret, analyze, read, and make recommendations to improve a workforce, focusing on reducing overhead and increasing customer satisfaction and experience. They serve as the primary point of contact for workforce management policies and are subject matter experts on workforce optimization steps. They ensure service-level targets are met, maintain proper headcount, and calculate call capacity.
- Lead morning call performance reviews and communicate upcoming outlooks to maximize customer service responsiveness, preparation, and communication.
- Own the scheduling functionality of the Workforce Management system, including all inputs and outputs to support operations.
- Design, build, and maintain dashboards and spreadsheets tracking key service statistics.
- Oversee real-time responses to events such as technical outages, application failures, safety-related facility closures, and escalate issues to appropriate teams when needed.
- Analyze staffing model results by identifying trends and assessing business impacts. Collaborate with management to review models and improve future forecasts.
- Partner with Support leadership to oversee queue management, including case assignment, routing, and resource accountability.
KNOWLEDGE & REQUIREMENTS
- Sense of urgency with emphasis on timeliness, accuracy, and accountability.
- Persistence and follow-up to ensure no details are missed.
- Strategic thinking skills and the ability to use data for decision-making.
- Excellent organizational skills; ability to multitask and manage competing priorities.
- Strong written and verbal communication skills.
- Understanding of business strategies, goals, and processes related to workforce management that drive customer success.
- Proficiency in Microsoft Office suite.
- Ability to align organizational needs with business applications and workforce capabilities.
- Proficiency in Salesforce and other workforce applications is preferred.
EDUCATION & EXPERIENCE REQUIREMENTS
- Minimum of 5 years of work experience, with at least 3 years in call center support.
- Bachelors degree or equivalent work experience in call center support.
PHYSICAL REQUIREMENTS
The physical demands necessary to perform this job include frequent sitting, occasional standing, walking, stooping, kneeling, squatting, climbing stairs, twisting, reaching, lifting, pulling, and pushing.
Whats In It For You?
- Medical, Dental, and Vision Plans
- Voluntary Benefits
- HSA & FSA
- Fertility & Family Planning Benefits
- Adoption Assistance Program
- Employee Resource Groups
- Flex PTO and up to 15 PTO days in the first year for non-exempt associates
- 11 Paid Holidays
- Corporate Wellness Program
- 401k Employer Match & Roth Option (immediate eligibility)
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Project Management and Information Technology
Industries
- Hospitals and Health Care
Referrals increase your chances of interviewing at Outcomes by 2x.
#J-18808-Ljbffr