Workforce Analyst

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves more than 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role:

As a Workforce Analyst, you will play a critical role within our delivery teams, optimizing workforce management strategies to enhance operational efficiency. You will leverage your analytical skills to support both frontline staff and management in achieving service-level objectives while adapting to the dynamic demands of the contact center environment.

What You’ll Do:

• Provide comprehensive support to operational teams, ensuring the seamless delivery of KPIs through effective workforce management practices.
• Develop and maintain operational reports, including Client SLA reports, Daily & Real-Time adherence reports, and Outage reports.
• Utilize advanced reporting tools and Excel to create interactive dashboards that facilitate data-driven decision-making and KPI maintenance.
• Conduct volume forecasting and develop staff scheduling plans aligned with the forecast to optimize resource allocation.
• Collaborate with contact center leadership to create and execute strategies that meet service level requirements effectively.
• Monitor and manage real-time contact volumes, identifying any adherence issues and proposing actionable solutions.
• Adjust active schedules as needed based on real-time staffing levels and operational demands.
• Assist in training and mentoring junior workforce associates to enhance team performance and cohesion.

What We’re Looking For:

• Minimum 2 years of experience in workforce management or a related field (Must have).
• Proficient in MS Office 365, Google Suite, Salesforce (CRM), and Genesys (Must have).
• Strong analytical and problem-solving skills, with a proven ability to manage reporting and visibility into workforce management metrics (KPIs) (Must have).
• Experience with volume forecasting, staff scheduling, and real-time queue management (Must have).
• Familiarity with Workforce Optimization platforms (WFO) such as NICE, Calabrio, Verint, or Playvox (Good to have).
• Excellent written and verbal communication skills (Must have).
• Strong knowledge of customer care processes and techniques (Must have).
• Ability to work collaboratively with cross-functional teams and manage stakeholder expectations (Must have).