Workforce Management Analyst

About this Opportunity:

As a Workforce Management Analyst, you will be responsible for creating long and short term forecasts for multiple business lines to ensure KPI's can be met. The position will focus on engaging with managers and agents to drive KPI improvements across Orion's business lines and providing insights into operational efficiencies to ensure excellent service delivery. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.

We can consider external candidates for this position who are able to accommodate a hybrid work schedule in one of our following offices: Omaha, NE, Berwyn, PA, Sacramento, CA, Hebron, KY, Chandler, AZ, Provo, UT, or Idaho Falls, ID.

In this role, you'll get to:

• Implement continuous improvements in the forecasting process

• Closely collaborate with operational teams to understand back-office processes in order to forecast future workload volumes

• Analyze and understand call volume drivers and trends

• Provide variance analysis of several key metrics (various forecasts vs each other and vs. actuals)

• Proactively determine risk and opportunities through scenario analysis

• Develop a short, mid and long-term forecast based on our service delivery strategy using statistical modeling

• Proactively communicate upcoming impacts to staffing models

• Perform other duties and assignments as directed

We're looking for talent who:

• Is proficient with administration of WFM software (Playvox, Calabrio, NICE or similar software)

• Has Salesforce proficiency and Power BI, or a similar visualization tool, proficiency

• Has ability to effectively communicate with multiple levels of management

• Possess advanced analytical skills

• Is able to perform deep dive analysis of KPI trends

• Is proficient with contact delivery solutions (Cisco, GLIA or similar system)

• Possess the ability to think strategically

• Has minimum of high school diploma or equivalent

• Minimum of 5 years experience

• Obtain Orion Industry Certification

• Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

#LI-AP1

#LI-Onsite

#LI-Hybrid

Salary Range:

$61,147.00 - $91,054.00

The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.

About Us

As One-Orion, we accomplish our best work by being personally accountable to each other and the clients we serve. We are creating a welcoming environment where everyone is respected, valued, and heard. Our willingness to disrupt ourselves, and the industry ensures we stay ahead of client expectations. Thinking differently is in our DNA - we innovate, push boundaries, reject the status quo, and relentlessly pursue transformative outcomes. It is our collective will to win that drives Orion's success and powers success for our clients and everyone at Orion.