Workforce Analyst

The Workforce Analyst for Digital Design Operations is responsible for monitoring daily queue performance and Designer skilling to support our growing digital design business, which includes dentures and implants. This role will work remotely to oversee the intra-day monitoring and escalations for the Digital Design teams. The Workforce Analyst will collaborate directly with the Workforce Manager to ensure service level expectations are met.

• Monitor queue performance, including escalation of concerns to Workforce and Operations Managers.
• Skilling / reskilling of Designers in our workflow application as needed to achieve service level expectations.
• Realtime Case reassignments, as needed.
• Entry of intraday schedule exception entries (Absences, trainings, Meetings, etc.)
• Monitoring and escalation of intraday schedule adherence/productivity.
• Onboarding, Tracking and Maintenance of employee profile data (start dates, certified skills, etc.)
• Collaborate with WFM Scheduler/Manager on volume and staffing trends.
• Reports responsibilities.

• A minimum of 2-3 years of experience in Workforce Management, Analytics or Reporting.
• Experience with workforce management tools and systems and their application in non-call-center environments.
• Proven ability to collaborate across teams and functions to align workforce strategies with business objectives.
• Excellent communication skills, with the ability to articulate complex ideas to diverse audiences.
• Proficiency in MS Office applications, specifically Excel.
• Familiarity with Verint Workforce Management a PLUS.
• The ability to conduct up to 25% domestic travel.
• Base Salary Range: $55,000 - $70,000 (Actual pay may vary based on experience, performance, and qualifications.)
• A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match.