Workforce Analyst

20 Hours ago • 2 Years +

Job Summary

Job Description

As a Workforce Analyst, you will optimize workforce management strategies to enhance operational efficiency. You'll develop reports, create interactive dashboards, forecast volumes, develop staff scheduling plans, monitor contact volumes, and adjust schedules. You will also train and mentor junior workforce associates. This role requires collaboration with teams and managing expectations to meet service level requirements.
Must have:
  • 2 years of workforce management experience.
  • Proficiency in MS Office 365, Google Suite, Salesforce and Genesys.
  • Strong analytical and problem-solving skills for reporting.
  • Experience with volume forecasting, staff scheduling, and queue management.
  • Excellent written and verbal communication skills.
  • Strong knowledge of customer care processes.
Good to have:
  • Familiarity with Workforce Optimization platforms (WFO) such as NICE, Calabrio, Verint, or Playvox.

Job Details

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 120,000 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.

Who We Are: 

Motive is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing how freight is moved on our roads. We see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone’s lives. Motive is proud to be a Forbes Cloud 100 company and a 2020 Career-Launching Company by Wealthfront.

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).

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

Please review our Candidate Privacy Notice here .

UK Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology. 

#LI-Remote

Similar Jobs

The Walt Disney Company - Software Engineer II

The Walt Disney Company

Seattle, Washington, United States (On-Site)
2 Weeks ago
Amanotes - Technical Game Artist

Amanotes

Ho Chi Minh City, Ho Chi Minh City, Vietnam (On-Site)
1 Month ago
Veeam Software - Inside Channel Manager with Italian

Veeam Software

Bucharest, Bucharest, Romania (On-Site)
1 Day ago
Google - Software Engineer II, Chrome Web Store

Google

Warsaw, Masovian Voivodeship, Poland (On-Site)
2 Weeks ago
Enphase Energy - Engineer, Customer Service-French

Enphase Energy

Bengaluru, Karnataka, India (On-Site)
6 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Veeam Software - Middle/Senior C# Developer for Azure Backup

Veeam Software

(Remote)
8 Hours ago
Google - Software Engineer III, Infrastructure, Google Cloud

Google

Warsaw, Masovian Voivodeship, Poland (On-Site)
5 Months ago
ByteDance - Backend Software Engineer

ByteDance

Dubai, Dubai, United Arab Emirates (On-Site)
3 Months ago
NVIDIA - Senior Software Engineer, Place and Route Tools

NVIDIA

Austin, Texas, United States (On-Site)
2 Weeks ago
Google - Software Engineer III, Performance, Google Cloud

Google

Warsaw, Masovian Voivodeship, Poland (On-Site)
2 Weeks ago
Google - Software Engineer III, Authentication and Autofill, Android

Google

Beijing, Beijing, China (On-Site)
2 Weeks ago
Ubisoft - Junior Programmer

Ubisoft

Chengdu, Sichuan, China (On-Site)
2 Weeks ago
Zscaler - Principal Network Engineer

Zscaler

(Remote)
9 Hours ago
Google - Staff Software Engineer, Pixel Performance

Google

New Taipei, New Taipei City, Taiwan (On-Site)
2 Weeks ago
Google - Software Engineer, Compiler, Scheduling and Optimization, Silicon

Google

Mountain View, California, United States (On-Site)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in Worldwide

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Motive builds technology to improve the safety, productivity and profitability of businesses that power the physical economy. We serve more than 120,000 businesses, across a wide range of industries including construction, field service, agriculture, trucking and logistics, delivery, and more.


At Motive, we are committed to building a company that creates products customers love and fostering a culture that enables people to do their best work. We are looking for people from all backgrounds who want to make an impact on the millions of businesses that power the physical economy.


Please visit gomotive.com or email us at feedback@gomotive.com for more info.

View All Jobs

Get notified when new jobs are added by Motive

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug