Workforce Analyst - Jamaica (4619)

Summary

ModSquad is currently seeking an experienced and proactive Workforce Analyst to join us! This role will provide forecast modeling, capacity planning, and staffing optimization analysis support to our management and Mod teams. The ideal Workforce Analyst will work to ensure our partners are happy, execute tasks promptly, and provide insights based on data. If you are passionate about supporting a dynamic team and thrive in a fast-paced environment, we want to hear from you!

Responsibilities

• • Support business decisions through the preparation of timely and accurate variable staffing forecasts across multiple business units for a predominantly contractor-based workforce with specific focus on improving the customer experience and maximizing operational efficiencies
• • Validate confidence of established influences/drivers (factors determining forecasts) leveraging advanced statistical methodologies (correlation, regression, etc.)
• • Create long term staffing forecasts, mid-range operational plans, and short-term intraday scheduling forecasts
• • Provide analysis and recommendations to improve staffing levels and efficiency
• • Respond to management requests to produce “what if” scenarios
• • Provide recommendations for Mod schedules, creative shifting based on trending and analysis for upcoming schedule bids
• • Articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
• • Study department work, vacation, and absence records (shrinkage) for on-going historical trend analysis and offer recommendations for forecasting purposes
• • Interface with operational management to understand the fast-changing business needs and make updates where necessary
• • Support organizational change through a period of high growth, building the systems and infrastructure to support that growth.

Qualifications

• • 3+ years of forecasting and operational planning experience in a call center environment required
• • 2+ years of experience in advanced trend analysis and ability interpret data to provide recommendations to drive key business decisions
• • Forecasting and advanced analytical role within a large volume, enterprise-level call center strongly preferred
• • Experience with the operational and planning differences between an internal employee workforce and a predominantly contractor-based workforce
• • Ability to create and manipulate data modeling and relational database structures for Workforce Management forecasting
• • Strong analysis skills, understanding complex formulas, data transformations, and record keys from multiple sources
• • Excellent proficiency with Excel (advanced - intermediate level) and Google Sheets.
• • Excellent analytical skills with carefully honed written and visual communication skills.
• • Familiar and comfortable with a variety of CRMs like Zendesk, Sprout Social, moderation filters, etc.
• • See problems as challenges and can use your analytical skills to prepare insights, adding value to yourself, your team, and your company.
• • ModSquad is both complex and demanding. You need to be a fast learner who is trustworthy and can work independently

• WorkSpace Requirements:

  • • Dedicated laptop or desktop computer with Windows 10 or above
  • • Willingness to install MSQ security software and 2FA app on the phone

Additional Information and Instructions

***PRO TIP***: Take your time and make sure you do a thorough job in completing your application. Your responses should be grammatically correct and comprehensive. This will greatly increase the probability of scoring an interview! Please note: A Chromebook is not sufficient for ModSquad projects.

About ModSquad

ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.

Share This Job