Business Analyst, Workforce Optimization (Fully Remote)

Responsibilities

• Lead short-term frontline team members’ scheduling efforts, including weekly shift planning, intra- and inter-day changes, and RTA.
• Develop and monitor key performance metrics such as adherence, occupancy, and shrinkage.
• Leverage AI and broader automation tools to maximize the quality of output and the efficiency of work.

What success looks like

• Workforce management plan adherence across Care Operations teams.
• Improved SLA performance metrics like time to first reply and time to resolution.
• Reduced time and effort for recurring workforce processes through AI and automation.

Qualifications

• Bachelor’s degree in Business, Economics, Engineering, or similar analytical field.
• Minimum 2-3 years experience in operations strategy, analytics, or related role.
• Proven experience with data and visualization tools such as Looker, SQL, Hex; workforce management tools preferred.