Ops Strategy Analyst – Workforce Management, WFM

Job Description: • 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. Requirements: • 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). Benefits: • For information about our benefits, please visit https://benefitsatfanatics.com/ Apply tot his job Apply To this Job