Support Operations Analyst IV (Workforce Data Analyst)

Immediate need for a talented Support Operations Analyst IV (Workforce Data Analyst). This is a 06+months contract opportunity with long-term potential and is located in San Diego, CA(Hybrid). Please review the job description below and contact me ASAP if you are interested.
 
Job ID: 25-62278
 
Pay Range: $40 - $46.10/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
 
Key Responsibilities: 

• Role: Workforce Management Analyst (Scheduling Capacity)
• Team: Internal Operations Workforce Management
• Product Support: TurboTax, QuickBooks, Mailchimp, and other products.
• Contract Duration: 12-13 months
• Location: San Diego, CA (on-site preferred)
• On-Site Requirement: Minimum 3 days per week, ideally 4 days.
• Commute: Candidates should ideally have a commute of 40 minutes or less.
• Relocation: Open to relocation, but candidate must strongly justify the decision.
• Conversion Potential: High potential for conversion to full-time.
• Urgency: Hiring for busy season (through April).
• Analysing historical and real-time data to identify staffing imbalances.
• Generating reports and insights for service delivery managers.
• Transforming and uploading data into various systems.
• Documenting existing processes.
• Identifying and implementing automation opportunities.
• Identifying times where experts are staffed at the incorrect times.
• Helping to balance staffing levels to meet customer demand.
• Schedule Analysis & Optimization:
• Analyze existing workforce schedules to identify shifts that deviate from established requirements and demand forecasts.
• Identify and report on scheduling inefficiencies and potential areas for improvement.
• Recommend and facilitate adjustments to schedules to optimize staffing levels and adherence.
• Process Documentation, Standardization, and Improvement:
• Document existing scheduling analysis processes and procedures.
• Identify opportunities to standardize and improve scheduling analysis workflows.
• Develop and implement best practices for scheduling analysis.
• Continuously review and update process documentation to reflect changes and improvements.
• Data Analysis & Reporting:
• Analyze data related to employee availability, skill sets, and operational requirements to support schedule analysis.
• Prepare and present reports on key performance indicators (KPIs) related to schedule adherence and efficiency.
• Utilize SQL to extract, manipulate, and analyze data for scheduling analysis.
• Process Improvement & Tool Development:
• Identify opportunities to improve scheduling analysis and optimization processes.
• Provide feedback and contribute to the development of new WFM tools and systems.
• Adapt to and utilize tools that are being built on the fly, and understand that some analysis and planning may require manual methods.
• Utilize Jira to track tasks, bugs, and feature requests related to WFM tools.

 
Key Requirements and Technology Experience: 

• Workforce Management:
• Strong understanding of contact centre planning.
• Experience with Erlang calculations.
• Knowledge of scheduling, demand planning, capacity planning, and RTA (Real-Time Adherence).
• Experience in identifying and resolving staffing imbalances.
• SQL & Data Analysis – Strong expertise in SQL (Presto/Trino/Spark) for querying large datasets, optimizing queries, and working with data visualization tools like Tableau.
• Data Analysis:
• ETL (Extract, Transform, Load) processes.
• Data manipulation and transformation beyond Excel/Google Sheets.
• Proficiency in SQL.
• Experience with Python.
• Familiarity with Databricks.
• Ability to extract and analyse data from data lakes.
• Automation:
• Interest in identifying and implementing automation solutions.
• Experience with RPA (Robotic Process Automation) is a plus.
• Process Documentation:
• Ability to create and maintain clear process documentation.
• Strong attention to detail.
• Communication:
• Ability to translate data insights into actionable recommendations.
• Effective communication with service delivery managers and other stakeholders.
• Team Details:
• Current team size: 3 members (previously 5).
• Team goal: To ensure optimal staffing levels to meet customer demand.
• Team challenges: Heavy manual work, need for automation.
• Team culture: Seeks proactive individuals who identify and drive process improvements.
• Team is open to team expansion.
• Key Tools:
• SQL
• Python
• Databricks
• RPA (potential use)
• general data lake experience.
• Jira (Nice to have)
• Proficiency in data analysis tools and techniques.
• Excellent communication and interpersonal skills. 
• Ability to work independently and as part of a team.
• Ability to thrive in a fast-paced and dynamic environment. 
• Experience with WFM software. (NICE, IEX, etc)
• Preferred Skills:
• Proficiency in SQL for data extraction and manipulation.
• Experience with Python for data analysis and automation.
• Experience using Jira for project tracking and issue management.
• Understanding of demand planning principles.
• Understanding of call center or customer service operations.

 

Our client is a leading IT Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

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