Operations Performance Analyst

2 weeks ago


Whippany, New Jersey, United States PRI Technology Full time

Job Summary

The Workforce Management Analyst will play a critical role in driving business success at PRI Technology by providing data-driven insights and strategic recommendations to optimize human resources and improve operational efficiency.

Main Responsibilities

  • Monitor and analyze real-time and historical staff patterns to identify trends and areas for improvement.
  • Develop and maintain forecasting models to predict workloads and staff requirements, ensuring accurate scheduling and resource allocation.
  • Collaborate with Program Managers and Supervisors to align business objectives with workforce management strategies.
  • Design and deliver reports on shrinkage in schedules, schedule adherence, and other key performance indicators (KPIs) to inform business decisions.
  • Serve as a subject matter expert on Workforce Management (WFM) best practices, providing guidance and support to staff members on KPI data and attendance incidents.
  • Communicate complex data insights to non-technical stakeholders, ensuring effective decision-making and business outcomes.

Requirements

  • Bachelor's degree in Mathematics, Business, Statistics, or Industrial Engineering.
  • Previous Workforce Management experience required, with a minimum of 1-3+ years of experience in a similar role.
  • Proven expertise in established WFM software (NICE IEX/InContact, Five9, Genesys, Verint, Excel models, etc.) and Salesforce CRM (or similar applications).
  • Strong data analysis skills, with experience capturing, storing, and reporting historical statistics.
  • Intermediate to advanced Excel skills, with a focus on formula definitions and report creation.
  • Excellent communication and presentation skills, with the ability to evaluate information and present it in a logical manner to diverse audiences.
  • Strong mathematical and statistical skills, with a focus on maintaining accurate data reporting and analysis.
  • Attention to detail and high level of accuracy, with strong organizational skills and ability to meet deadlines in a fast-paced environment.


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