Senior Analyst - Workforce Optimization
hace 19 días
Naperville
Job Description Who We Are Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported. As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. Position Summary Reporting to the Manager, Workforce Optimization the Senior Analyst, Workforce Optimization is an integral member of the Operations team with heightened responsibilities. This role involves advanced reporting duties, encompassing the creation and maintenance of comprehensive reports on agent and business performance, including intricate analysis and forecasting of critical metrics such as contact volumes, average handle times, and agent conversion rates. Serving as the primary subject matter expert in workforce analytics, the Senior Analyst collaborates with business leaders to provide data-driven insights and solutions while operating autonomously in a dynamic environment. The ideal candidate is motivated, analytical and has excellent organizational and problem-solving skills. The position's impact is profound, directly influencing the cost-effectiveness and quality of our contact center operations across the OHS footprint. Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (T-TH in office and M & F remote) is required. Responsibilities include but are not limited to: • Data analysis and reporting by extracting and analyzing workforce and agent performance data to generate reports and identify patterns., • Collaborate with internal customers; teams, departments, and contact center leadership to identify opportunities for improvement of resource utilization and to achieve service goals., • Create and design ad hoc reports for data pertaining to agent performance and deliver insights and recommendations based on that data., • Identifying opportunities to streamline processes, reduce costs and improve operational efficiency., • Identify and determine opportunities for staffing optimization based upon volume and agent performance. Understand long-term staffing needs based on projected business growth, new initiatives or changes in market conditions using statistical models and historical data., • Identify and communicate bottlenecks, capacity constraints and resources gaps to ensure optimal allocation of resources and prevent over or underutilization to leadership., • Generating and evaluating staffing schedules and maintaining data updates into scheduling system., • Generating short and long-term staffing models and providing recommendations based on analysis., • Identifying, analyzing, and reporting service deviations to improve performance results., • Apply statistical techniques and data visualization tools to present findings and recommendations to management., • Update historical volume data to ensure accuracy of future forecasts., • Conduct “What If” capacity plan scenarios to optimize overall site performance., • Streamlining and automating manual processes, implementing new technologies and leveraging data-driven insights to enhance efficiency and accuracy., • Delivering timely standardized reporting on business / agent performance for routine business reviews., • Partners with Business Intelligence Team to design / complete larger reporting requests., • Regularly validates data sources to ensure accuracy of all reports. Experience and Qualifications of the Role: • 4+ years of experience in workforce management or analytics (i.e. business, data science, statistics, mathematics)., • 2+ years of working with one or more workforce management systems or 2+ years forecasting experience., • Strong analytical skills with the ability to utilize data effectively to identify potential problems after they occur; develop models for forecasting demand; analyze trends in volume patterns; optimize schedules., • Experience building reporting using various visualization tools for trend analysis. Strong presentation & communication skills; able to present to both individual contributors and high-level leadership., • Excellent communication skills both written and verbal., • Proven track record in building WFM specific analysis and implementing actions that produce results and drive continuous improvement., • Familiarity with labor laws and regulations., • Proficient with phone system reporting and scheduling tools such as Verint or similar systems., • Ability to demonstrate and articulate understanding of key workforce management concepts as related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement., • Advanced Excel skills required., • Proficiency in Microsoft and Google Suites., • Working knowledge of a WFM tool; Verint preferred., • Database querying: Basic understanding of SQL preferred., • Competency in data analysis tools like Microsoft BI, Looker, Tableau, Python., • Basic understanding of telephony systems (ACD, AOD and IVR / IVA). Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location. Join our SUPER Team and Enjoy Amazing Benefits! • Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy., • Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage., • 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan., • Generous Paid Time Off: Take the time you need to recharge and relax., • Education Assistance Program: Invest in your growth and development with our support., • FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses., • Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being., • Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected. Competencies: Functional / Technical Skills- Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Communicate Effectively- Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect. Problem Solving- Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. Creativity- Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings. Strategic Agility- Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans Process Management- Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources. Command Skills- Relishes leading; takes unpopular stands if necessary; encourages direct and tough debate but isn't afraid to end it and move on; is looked to for direction in a crisis; faces adversity head on; energized by tough challenges.