Job Description

Data Analyst (WFM & Scheduling)

Location

San Diego, CA (Hybrid – 3 days on-site [typically Tues, Wed, Thurs] in office and 2 days remote)

Duration

Contract position for 1 year (HIGH possibility to go longer - or even convert to permanent during this time)

Pay Range

Up to $45/hr (depending on level of experience)

Company Overview

Fortune 500 innovative technology company. (Rated Top 100 Best Places to Work in the U.S. – Year over year)

Responsibilities

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.

Qualifications:

• 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)
• 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.

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