Analyst, Workforce Management Reporting (Remote)

The Workforce Management Reporting Analyst is a newly created role that will be focused on driving a comprehensive workforce management strategy (inbound and outbound support model) for the Member Services (customer support) teams. In this role, you will be responsible for working with business leaders to design and lead performance reporting, observe short/long term trends and run governance processes for our WFM team. The WBA is responsible for working with Member Services managers on reporting trends, cadences, and notable events at a real-time to trending duration of time. This role will act as a WFM domain guide, providing input on decisions that impact our KPIs (volume, handle time, occupancy rate, etc.) and make recommendations to increase operational efficiency. Your goal will be to drive positive outcomes, consistent with our mission, to unlock opportunity for the 88 million American workers in need of upskilling and reskilling, with a double-bottom line business model that does well by doing good. 

As the Workforce Management Reporting Analyst, you will:

• Support the Design and Implementation of Guild’s Workforce Management strategy for the entire Member Services team
• Maintain reporting and standards around achievement of service level and occupancy objectives
• Prepare and analyze governance processes in order to meet service level requirements, making thoughtful recommendations to management around optimal staffing tactics (e.g. skilling, leveling, call routing, etc) in addition to large-scale events that will affect capacity
• Work with Member Services teams to define online/offline work in alignment with larger tooling strategy
• Provide real time monitoring using available tools and relevant workforce management methodology to Member Services managers
• Design, build, distribute and analyze daily, weekly and monthly performance reports
• Take part in training and supervising WFM tools as part of WFM’s role in MS 2.0
• Collaborate with management on seeing opportunities to further optimize our workforce, find solutions for improving metrics, along with making recommendations on how to improve productivity
• Lead reporting around historic and real-time performance 
• Evaluates all inputs to the capacity plan model on a regular basis to confirm, document, and communicate forecast accuracy
• Conduct “what if” scenarios to assess volume, staffing, performance and cost impact to changes in the business
• Provide analytical support for special projects
• Maintain running reports of KPIs and SLAs

You are a strong fit for this role if you have:

• Shown strong analytical skills, with emphasis on real-time alignment, scheduling, and communicating with business partners
• Experience in trend analysis, data mining and ability to interpret data to provide recommendations to drive key business decisions required
• Highly responsive to internal and external customer requirements, with a high attention to detail
• Some experience with a BI software (Looker, Tableau, Power BI, etc) and SQL
• Experience with WFM tools such as Calabrio, NICE, or AWS
• Designing, testing and validating reports and methods for accuracy
• Excellent verbal and written communication skills and the ability to communicate effectively with a diverse group, executives, managers, vendors and customers
• Ability to analyze sophisticated situations, grasp the critical aspects and make timely decisions based on sound judgment.
• Consistent exercise of independent judgment and discretion in matters of significance
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment requiring the effective management of multiple priorities
• Ability and desire to represent and explain sophisticated models of data analysis to operation staff, leadership and front-line staff in a familiar and non-technical language
• Software Skills: Expert knowledge of Microsoft Suite (Word, Excel, PowerPoint, Access, Project, Visio), Google applications (Gmail, Sheets, Drive)
• Ability to be highly organized with an emphasis on accuracy and timeliness
• Ability and willingness to learn new software

We feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market competitive, including a base salary range of $90,000 - $108,750, as well as company stock options.