{"schemaVersion":"jobsearcher.job.v1","id":"626a6cb60fc0b169cc7dd2db","url":"https://jobsearcher.com/jobs/626a6cb60fc0b169cc7dd2db","canonicalUrl":"https://jobsearcher.com/jobs/626a6cb60fc0b169cc7dd2db","title":"Workforce Analyst","description":"About USS\nUnited Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers’ project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition; each supported by tangible, best‑practice programs.\n\nPrimary Purpose\nThe Workforce Analyst – Regional Support Services is responsible for analyzing and reporting on call and web chat patterns, agent efficiency, and overall contact center performance. This role leverages data analytics to optimize workforce planning and improve operational effectiveness.\n\nEssential Functions\n\nAnalyze and provide ongoing reports on call/web chat arrival patterns, agent efficiency, and contact center performance.\n\nQuery and analyze data from contact center software, agent attendance systems, and workforce management (WFM) tools.\n\nAssess agent adherence to schedules and overall performance metrics.\n\nDevelop and generate ad hoc reports related to scheduling, call/web chat volumes, agent performance, and other key performance indicators (KPIs).\n\nMaintain production data and verify staff plan hours for accuracy to enhance operational efficiency.\n\nCollaborate with management to develop and communicate work/training schedules for agents.\n\nIdentify staffing needs based on deviation reports and recommend improvements.\n\nAnalyze forecast accuracy and recommend enhancements to optimize project performance.\n\nDocument, elevate, and communicate agent performance concerns to management.\n\nManage skillset assignments, agent availability to queues, and callback assignments as directed by operations leadership.\n\nProvision agents within business systems to maximize performance and identify opportunities for improvement.\n\nMonitor real‑time agent activities and notify management of unscheduled events or adherence issues.\n\nAddress operational issues escalated by team members or other departments.\n\nDevelop and deliver training for supervisors on workforce tools, processes, and best practices.\n\nContinuously create and update work instructions and job aids for supervisors.\n\nPerform other duties as assigned.\n\nThis position has no supervisor responsibilities.\n\nQualifications\nEducation\n\nBachelor’s degree in business, analytics or a combination of relevant experience and education.\n\nExperience\n\n3 years of experience in workforce analytics, contact center operations or a related field.\n\nAdditional Knowledge, Skills, and Abilities\n\nStrong communication skills, both written and verbal, to effectively present data and insights to various stakeholders.\n\nAbility to analyze complex data, identify trends, and provide actionable recommendations.\n\nExceptional attention to detail in reviewing and ensuring accuracy in reports and forecasts.\n\nProficient in data visualization and interpreting large datasets to aid decision-making.\n\nStrong time‑management skills and ability to handle multiple tasks in a fast‑paced environment.\n\nProblem‑solving mindset with the ability to assess situations and implement solutions.\n\nHighly adaptable to changing priorities, tools, and processes.\n\nAdvanced proficiency in Microsoft Excel, WFM software, and analytics tools (e.g., Power BI, Tableau).\n\nCollaborative team player with strong interpersonal skills to work across departments.\n\nSkilled in project management, forecasting, and scheduling for optimal resource allocation.\n\nExperience in creating training materials and delivering workforce management best practices.\n\nPhysical Requirements\n\nSit while answering phones or reply to emails\n\nUse hands and fingers to handle, control or feel objects tools or controls\n\nRepeat the same movements when entering data\n\nSee details of objects that are less than a few feet away\n\nSpeak clearly so listeners can understand\n\nUnderstand the speech of another person\n\nFocus on one source of sound and ignore others\n\nHear sounds and recognize the difference between them\n\nSee differences between colors, shades and brightness\n\nBenefits Summary\n\nHoliday & Paid Time Off (pro‑rated for Part‑Time employees)\n\nMedical/Pharmacy\n\nDental\n\nVision\n\nEmployer‑Paid Short‑Term Disability\n\nEmployer‑Paid Employee Basic Life & Accidental Death and Dismemberment\n\nVoluntary Employee Life & Accidental Death and Dismemberment\n\nVoluntary Spousal Life\n\nVoluntary Dependent Life\n\nHospital Indemnity, Accident and Critical Illness\n\nCommuter/Transit Account\n\nHealthcare Flexible Spending Account\n\nDependent Care Flexible Spending Account\n\nHealth Savings Account\n\n401(k) with employer match\n\nEmployer‑Paid Employee Assistance Program (EAP)\n\nEmployee Discounts\n\nSalary Range $54,600.00 – $79,200.00 / year\n\nPay Transparency Statement At United Site Services, our salary ranges reflect the minimum and maximum base pay for the posted position applicable to all locations across the US. Within the posted salary range, individual pay is determined by the geographic location, job‑related skills, experience, education, and certifications. Our total compensation package includes base pay plus a comprehensive benefits program.\n\nUnited Site Services is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally‑recognised basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co‑workers.\n\n#J-18808-Ljbffr","company":"SupportFinity","rawCompany":"supportfinity","city":"Meridian","state":"ID","isRemote":false,"isActive":false,"createdAt":"2026-06-20T05:07:05.790Z","occupations":[{"code":"13-1111.00","title":"Management Analysts","slug":"management-analysts"},{"code":"15-2051.01","title":"Business Intelligence Analysts","slug":"business-intelligence-analysts"},{"code":"13-1199.00","title":"Business Operations Specialists, All Other","slug":"business-operations-specialists-all-other"}],"industries":[{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"541612","title":"Human Resources Consulting Services","slug":"human-resources-consulting-services"},{"code":"561320","title":"Temporary Help Services","slug":"temporary-help-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Workforce Analyst","description":"About USS\nUnited Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers’ project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition; each supported by tangible, best‑practice programs.\n\nPrimary Purpose\nThe Workforce Analyst – Regional Support Services is responsible for analyzing and reporting on call and web chat patterns, agent efficiency, and overall contact center performance. This role leverages data analytics to optimize workforce planning and improve operational effectiveness.\n\nEssential Functions\n\nAnalyze and provide ongoing reports on call/web chat arrival patterns, agent efficiency, and contact center performance.\n\nQuery and analyze data from contact center software, agent attendance systems, and workforce management (WFM) tools.\n\nAssess agent adherence to schedules and overall performance metrics.\n\nDevelop and generate ad hoc reports related to scheduling, call/web chat volumes, agent performance, and other key performance indicators (KPIs).\n\nMaintain production data and verify staff plan hours for accuracy to enhance operational efficiency.\n\nCollaborate with management to develop and communicate work/training schedules for agents.\n\nIdentify staffing needs based on deviation reports and recommend improvements.\n\nAnalyze forecast accuracy and recommend enhancements to optimize project performance.\n\nDocument, elevate, and communicate agent performance concerns to management.\n\nManage skillset assignments, agent availability to queues, and callback assignments as directed by operations leadership.\n\nProvision agents within business systems to maximize performance and identify opportunities for improvement.\n\nMonitor real‑time agent activities and notify management of unscheduled events or adherence issues.\n\nAddress operational issues escalated by team members or other departments.\n\nDevelop and deliver training for supervisors on workforce tools, processes, and best practices.\n\nContinuously create and update work instructions and job aids for supervisors.\n\nPerform other duties as assigned.\n\nThis position has no supervisor responsibilities.\n\nQualifications\nEducation\n\nBachelor’s degree in business, analytics or a combination of relevant experience and education.\n\nExperience\n\n3 years of experience in workforce analytics, contact center operations or a related field.\n\nAdditional Knowledge, Skills, and Abilities\n\nStrong communication skills, both written and verbal, to effectively present data and insights to various stakeholders.\n\nAbility to analyze complex data, identify trends, and provide actionable recommendations.\n\nExceptional attention to detail in reviewing and ensuring accuracy in reports and forecasts.\n\nProficient in data visualization and interpreting large datasets to aid decision-making.\n\nStrong time‑management skills and ability to handle multiple tasks in a fast‑paced environment.\n\nProblem‑solving mindset with the ability to assess situations and implement solutions.\n\nHighly adaptable to changing priorities, tools, and processes.\n\nAdvanced proficiency in Microsoft Excel, WFM software, and analytics tools (e.g., Power BI, Tableau).\n\nCollaborative team player with strong interpersonal skills to work across departments.\n\nSkilled in project management, forecasting, and scheduling for optimal resource allocation.\n\nExperience in creating training materials and delivering workforce management best practices.\n\nPhysical Requirements\n\nSit while answering phones or reply to emails\n\nUse hands and fingers to handle, control or feel objects tools or controls\n\nRepeat the same movements when entering data\n\nSee details of objects that are less than a few feet away\n\nSpeak clearly so listeners can understand\n\nUnderstand the speech of another person\n\nFocus on one source of sound and ignore others\n\nHear sounds and recognize the difference between them\n\nSee differences between colors, shades and brightness\n\nBenefits Summary\n\nHoliday & Paid Time Off (pro‑rated for Part‑Time employees)\n\nMedical/Pharmacy\n\nDental\n\nVision\n\nEmployer‑Paid Short‑Term Disability\n\nEmployer‑Paid Employee Basic Life & Accidental Death and Dismemberment\n\nVoluntary Employee Life & Accidental Death and Dismemberment\n\nVoluntary Spousal Life\n\nVoluntary Dependent Life\n\nHospital Indemnity, Accident and Critical Illness\n\nCommuter/Transit Account\n\nHealthcare Flexible Spending Account\n\nDependent Care Flexible Spending Account\n\nHealth Savings Account\n\n401(k) with employer match\n\nEmployer‑Paid Employee Assistance Program (EAP)\n\nEmployee Discounts\n\nSalary Range $54,600.00 – $79,200.00 / year\n\nPay Transparency Statement At United Site Services, our salary ranges reflect the minimum and maximum base pay for the posted position applicable to all locations across the US. Within the posted salary range, individual pay is determined by the geographic location, job‑related skills, experience, education, and certifications. Our total compensation package includes base pay plus a comprehensive benefits program.\n\nUnited Site Services is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally‑recognised basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co‑workers.\n\n#J-18808-Ljbffr","datePosted":"2026-06-20T05:07:05.790Z","dateModified":"2026-06-20T05:07:05.790Z","hiringOrganization":{"@type":"Organization","name":"SupportFinity","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Meridian","addressRegion":"ID","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"626a6cb60fc0b169cc7dd2db"},"url":"https://jobsearcher.com/jobs/626a6cb60fc0b169cc7dd2db"}}