Senior Workforce Management Analyst

About this Opportunity:

As a Senior Workforce Management Analyst, you will be responsible creating long- and short-term forecasts for multiple business lines to ensure KPI’s can be met . The position will focus on moving beyond basic reporting. You will build and maintain dynamic dashboards that visualize key metrics such as Erlang-based staffing requirements, Cost Per Contact, and Net Staffing. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.  

Location:

It is anticipated that an incumbent in this role will work as a Hybrid employee, with three (3) or more days each week required on-site at one of the listed office locations.

Candidates should be located within a commutable distance to an office. Internal candidates currently aligned to an Orion office location may be given preference; however, internal candidates with varying work arrangements may be considered based on experience and business needs. Work location is subject to change based on business needs.

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
• Identify trends in Average Handle Time (AHT) and occupancy to recommend process improvements that reduce "waste" without sacrificing agent morale or client satisfaction
• 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:

• Has proficiency with administration of WFM software (Playvox, Calabrio, NICE or similar software)
• Has Salesforce proficiency and Power BI, or a similar visualization tool, proficiency strongly preferred
• Effectively communicates with multiple levels of management
• Has advanced analytical skills
• Has the ability to perform deep dive analysis of KPI trends
• Has proficiency with contact delivery solutions (Cisco, GLIA or similar system)
• Thinks strategically
• Fosters a culture of learning and growth
• Has a minimum of a high school diploma or equivalent
• Has a minimum three (3) years of WFM experience, with at least 1–2 years in a lead or senior capacity
• Owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization 

#LI-AP1 

#LI-Onsite 

#LI-Hybrid 

Recommended Skills:

Salary Range:

$63,899.00 - $95,151.00

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

At Orion, we achieve our best work when we support one another, staying personally accountable to each other and the clients we serve. We create a welcoming environment where everyone is respected, valued, and heard. Our commitment to create raving fans ensures we consistently exceed client expectations. Thinking differently is in our DNA—we innovate always, push boundaries, and reject the status quo to deliver transformative outcomes. Together, we support one another and see it through to success, driving our collective achievements and those of our clients.