Drive optimal staffing, real-time performance, and workforce execution in a fast-paced operating environment.
Create, maintain, and continuously optimize workforce schedules aligned to forecasted demand, service-level targets, and state licensing or regulatory requirements across multiple lines of business.
Monitor real-time agent activity using workforce management tools (Playvox and Salesforce) to assess adherence, productivity, and service-level risk.
Partner with Operations leadership to understand business trends, seasonality, and performance drivers, adjusting staffing models, schedules, and offline time as needed.
Develop and maintain reporting and insights across key WFM metrics, including service levels, adherence, occupancy, concurrency, and shrinkage.
Act as a trusted advisor to Operations leadership on workforce execution strategies and real-time performance risks.

3–5 years of experience in workforce management, operations analytics, or strategic operations within an execution-heavy, fast-moving environment.
Strong written and verbal communication skills, with the ability to clearly convey risks, trade-offs, and recommendations to stakeholders at multiple levels.
Proven ability to partner cross-functionally and influence outcomes without direct authority.
Demonstrated ability to quickly learn new systems, tools, and processes with minimal direction.
Advanced analytical skills (Google Workspace required; SQL and BI tools a plus).

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Ops Strategy Analyst – Workforce Management, WFM

Key skills