Full-Time Senior Workforce Analyst

The Senior Workforce Analyst will support Operations leaders by providing deep insights into workforce planning, utilization and performance metrics to drive the success of Hazel’s customer operations teams.

What You’ll Do:

• Collect and analyze workforce data from disparate systems to identify trends, forecast staffing needs, planning and optimize resource allocation
• Develop and maintain forecasting models to predict future staffing needs based on business cycles and anticipated growth
• Conduct “what-if” scenarios to assess the impact of potential changes in workload and identified operational process improvements
• Create dashboard that tracks key team performance metrics, such as: staffing levels, turnover rate and absenteeism
• Create staffing models that balance service levels, operational costs, and teammate productivity
• Customize workflow to automate scheduling tasks, reduce manual errors and improve overall efficiency
• Create contingency plans to address sudden staffing changes due to absences, high demand periods or unforeseen events
• Provide recommendations on staffing adjustments, overtime, and other real-time strategies to maintain service levels
• Develop and manage workforce schedules and capacity plans to ensure appropriate coverage
• Monitor and optimize shift schedules to ensure adequate coverage across the day
• Monitor real-time adherence and take proactive measures to address deviations from planned schedules
• Ensure appropriate utilization of teammates during periods of low activity
• Develop recommendations for resource reallocation, overtime management or hiring initiatives
• Conduct regular monitoring and evaluation of performance metrics
• Establish clear and actionable KPIs, such as: productivity per teammate, cost per hire, teammate utilization, cost per referral, cost per visit, ASA, AHT, etc.
• Conduct deep-dive analyses to determine root cause of performance issues
• Analyze call volume patterns, handle times, and other key performance indicators to optimize staffing levels
• Provide weekly, monthly and quarterly reports tailored for different audiences with concise executive summaries that highlight key insights, risks and opportunities
• Manage scheduling and capacity volume
• Design and manage teammate scheduled to align with demand forecasts, ensuring optimal coverage and workload distribution
• Identify opportunities for shift optimization and flexible staffing models to accommodate fluctuations in volume
• Collaborate with functional leaders and Finance on hiring plans to meet business needs
• Analyze workforce trends and provide actionable insights to Operations leaders on opportunities for efficiency improvements
• Develop and maintain workforce dashboards, reports, and presentations to support operational decision-making
• Leverage reporting from call systems and other business intelligence tools to drive data-driven workforce strategies
• Utilize data visualization techniques to transform complex datasets into clear, compelling narratives that drive actionable insights
• Provide training and support to Operations leaders on tools, methodologies, and processes
• Prepare regular reports and presentations for Operations leaders to inform strategic and tactic decision-making

What Excites Us:

• Data-driven decision making
• Effective communication
• Continuous improvement
• Change leadership
• Collaborative partnership
• Accountability and transparency
• Innovation and agility
• Technical excellence

Background and experience:

• You have 4+ years of experience in a similar role at a fast-paced start-up or high-growth organization

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