Sr. Workforce Analyst

The Senior Workforce Analyst will ensure optimal staffing and resource management for our 24/7 call center operation. Reporting directly to the Director of Programs, I&R, this role will focus on forecasting, scheduling, and real-time adjustments to meet demand and maintain KPIs, such as abandonment rate, occupancy, agent productivity, and service level. 
 

This position will also collaborate with in-house and BPO teams, analyze performance metrics, and recommend strategies to improve workforce efficiency and customer experience.
 

• Develop accurate call volume forecasts using historical data, trends, and seasonal patterns.
• Create and maintain efficient agent schedules, ensuring alignment with business needs and BPO support during peak periods.
• Optimize staffing levels across all shifts to achieve service targets while balancing cost efficiency.
• Monitor real-time service levels and agent phone states to meet operational goals.
• Conduct data analysis and prepare reports on hourly, daily, and monthly performance trends.
• Manage schedule exceptions to ensure adherence compliance.
• Assist in developing and maintaining workforce planning frameworks and metrics.
• Identify workforce gaps and develop short-term and long-term staffing strategies.
• Collaborate with Executive Management, Operations, and HR to align staffing requirements with organizational goals.
• Stay informed on industry best practices in workforce planning and recommend improvements.
• Per established Agency mission and values, perform special assignments and other duties as assigned.

• A bachelor's degree is preferred but not required. 
• 3-4 years of experience in a high-volume, 24/7 call center.
• Strong background in workforce planning, scheduling, and real-time management
• Experience in a non-profit setting is highly desirable
• Experience in workforce management and call center operations.
• Strong analytical and problem-solving skills with the ability to interpret large datasets.
• Experience with workforce management tools such as Verint, NICE InContact WFM, IEX, and Avaya.
• Proficiency in Microsoft Office Suite.
• Proficiency in Google Sheets and Google Suite
• Ability to present reports to leadership and recommend data-driven decisions.
• Strong verbal and written communication skills for both frontline and executive engagement.
• Excellent time management and ability to manage high-pressure situations.
• Strong organizational skills with the ability to handle multiple priorities.
• Ability to build strong internal and external relationships.
• Must be available on short notice for county emergency response efforts.

Compensation: $70,000 - $80,000 annually

Physical Demands & Working Conditions:

As a 211 LA Sr. Workforce Analyst, you will regularly be required to work in a dedicated workspace or desk and work at a computer or from a smartphone for extended periods. You will be occasionally required to lift and/or move up to 10 pounds unassisted. You may be occasionally required to drive to locations to attend meetings.

The employee frequently is required to walk and sit. The employee is occasionally required to stand, lift, and/or move up to 10 pounds unassisted and drive to locations to attend meetings.

Benefits:

• Comprehensive health and wellness benefits
• Retirement savings plan
• Professional development opportunities
• Flexible work arrangements
• Employee assistance program

How to Apply:

If you are a motivated individual seeking an opportunity to contribute to a dynamic and growing organization, please submit your resume using the link provided.

Equal Opportunity Employer Statement

211 LA is an Equal Opportunity Employer and values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.