Job Summary
The Workforce Analyst III will provide essential support to the EdOps team by assisting with capacity planning and day-to-day workforce operations. This role focuses on maintaining forecasting and capacity models, helping manage agent schedules, and supplying staffing data to aid in meeting service level targets.
The ideal candidate will have strong analytical skills, a solid grasp of workforce management fundamentals, and the ability to work collaboratively across teams. Reporting to the Manager of Workforce Analytics, this position will contribute to operational efficiency by offering data-driven support and insights.
Functional Accountabilities
Key Responsibilities:
Assist in developing and maintaining forecast and capacity planning models to support EdOps operations.
Provide assistance to continuously refine short-term and long-term forecasting models that accurately predict workload volumes across various EdOps workstreams.
Collaborate with stakeholders to incorporate upcoming initiatives, policy changes, and external factors into forecast assumptions.
Ensure models are scalable, well-documented, and adaptable to evolving business needs, including scenario planning and sensitivity analysis.
Create and manage schedules aligned with business needs and service targets.
Prepare and deliver regular and ad hoc reports for leadership and operational teams.
Collaborate with cross-functional teams to support workforce planning initiatives and continuous improvement efforts.
Other Qualifications/Requirements:
Bachelor’s degree or equivalent professional experience.
Minimum of 5 years’ progressive experience in workforce management, ideally within BPO or Shared Services environments.
Advanced proficiency in Microsoft Excel, including data modeling and automation techniques.
Strong analytical, quantitative, and critical thinking skills with the ability to translate data into actionable insights.
Familiarity with industry metrics, benchmarks, and operational best practices.
Excellent communication and presentation skills; able to build trust-based relationships across all levels.
Highly organized, detail-oriented, and capable of managing multiple priorities under tight deadlines.
Flexible and adaptable to shifting business needs, including rotating schedules and hybrid/onsite work arrangements.
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