Workforce Analyst - Overtime Governance

Workforce Analyst - Overtime Governance

Our Workforce Planning team fosters a collaborative, inclusive environment where relationships, strategic thinking, and practical solutions thrive. If you enjoy root cause analysis and trend discovery using historical performance data, you’ll feel right at home. You will influence how we use overtime to balance service levels and cost, partnering closely with stakeholders. Your insights will help optimize operations and elevate the customer experience. Join us to drive measurable impact with data and disciplined execution.

As a Workforce Analyst on the Overtime Governance Team within Workforce Planning, you govern the effective use of overtime to achieve service-level goals while managing cost. You conduct root cause and trending analyses, prepare recommendations, and present updates to leadership and partners. You serve as a subject matter expert on overtime execution across WFP platforms, providing guidance that improves performance and resource alignment. You support continuous improvement initiatives from scoping through delivery and help ensure operational excellence. As an individual contributor, you operate independently while collaborating across functions to deliver outcomes.

Job Responsibilities

• Govern overtime utilization to balance service delivery with cost efficiency.
• Perform root cause and trending analyses using historical performance data.
• Prepare and present overtime recommendations, updates, and reports to stakeholders and leadership.
• Serve as a subject matter expert on overtime execution across WFP platforms.
• Identify and implement process improvements and best practices from inception to completion.
• Translate data into actionable insights that inform decisions and drive business outcomes.
• Partner with cross‑functional teams to align overtime strategies with operational needs.
• Monitor overtime effectiveness and adjust recommendations based on performance trends.
• Document analyses, decisions, and outcomes to support transparency and repeatability.
• Manage multiple priorities and deliver high‑quality, timely work products.
• Perform ad hoc duties as needed to support business needs.

Required qualifications, capabilities and skills 

• Apply logical reasoning and data analysis to solve complex problems and identify trends.
• Translate raw data into concise, actionable insights for informed decision‑making.
• Plan and organize work effectively; manage multiple tasks/projects with strong attention to detail.
• Demonstrate advanced knowledge of call center operations, contact center metrics, and workforce planning.
• Use continuous improvement methodologies to optimize workflows and address root causes.
• Work effectively independently and in teams in a fluid, fast‑changing environment.
• Communicate verbally with clarity; summarize discussions to confirm alignment.
• Write clearly, concisely, and professionally for diverse audiences.
• Maintain high attention to detail; prioritize and manage time across multiple efforts.
• Show high proficiency with Microsoft Office (Excel, PowerPoint, SharePoint, Word, Teams) and Alteryx.

Preferred qualifications, capabilities and skills

• Minimum 3 years’ experience in large call center, multi‑site, or similar environments.
• Minimum 3 years’ experience in forecasting, staffing, scheduling, processing, and/or project management.
• Advanced knowledge of the Alvaria eWorkforce Management platform across lines of business.
• Demonstrated use of AI technologies to solve complex problems and enhance processes.
• Experience presenting insights and recommendations to senior stakeholders.
• Familiarity with governance frameworks for balancing service levels and cost.
• Track record of delivering measurable improvements in operational performance.