Workforce Management Analyst I, II, or III

  • Location: VA Winchester - Contact Center
  • Full/Part Time: Full-Time
  • Regular/Temporary: Regular

Job Description

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Basic Purpose

Collect, identify, review and analyze workforce data to determine operational efficiency and trends in order to formulate plans to further the current and future operational goals of the business. Research internal processes and capabilities to improve the effectiveness of the business and/or services and react effectively to real-time and planned business needs with latitude for discretion. Provide guidance and advice to management on the most efficient use of workforce resources to obtain positive and measurable results. Perform complex workforce management functions under minimal supervision.
 
 
Responsibilities
 
• Collect, identify, review and analyze workforce data to determine current status, historical trends, and efficiency of operations
• Monitor work production and schedule adherence using workforce management systems/tools to identify gaps and meet production objectives; address staffing issues
• Collaborate with functional areas to develop and maintain performance metrics, measurements, methods and targets
• Obtain quantitative and qualitative workforce data to analyze, determine and promote data driven decisions
• Provide updates/recommendations to management for staffing schedule changes, outages, conferences, meetings, etc.
• Monitor daily production reports and staff work volume; adjust assignments to meet fluctuating workload
• Review and adjust workload; oversee staff availability throughout the day to ensure member service standards are met
• Conduct impact analyses to make effective recommendations based on various staffing requests, schedule changes, and/or budget considerations
• Serve on teams and task groups for projects/initiatives within the business unit &/or across the organization
• Project and forecast staffing needs and schedules based on historical and/or anticipated projects and initiatives
• Provide guidance and advice to management on the most effective and efficient use of the workforce to obtain measurable business improvements
• Research best practices on workforce analytical technology, software and automated systems to promote optimal workforce utilization
• Develop, recommend and document adjustments to workflow to streamline processes
• Ensure the implementation of new and enhanced processes
• Perform other duties as assigned
 
 
Qualifications
 
• Bachelor’s Degree in Business Administration, Finance, or the equivalent combination of training, education, and experience
• Working knowledge of workforce management tools, techniques, and methods
• Experience in workforce management projects and/or initiatives
• Experience in the application of statistical methods, mathematical techniques, forecasting, cost-benefit analysis and related analytical tools
• Experience in responding effectively to highly sensitive, complex and/or urgent member/customer requests
• Effective organizational, planning, and time management skills
• Effective skill communicating with all levels within an organization
• Effective skill exercising initiative and using good judgment to make sound decisions
• Effective research, analytical, and problem solving skills
• Effective skill maintaining accuracy with attention to detail and meeting deadlines
• Experience in applications/systems analysis, workflow or procedural analysis
• Effective analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Ability to work independently and in a team environment
• Effective verbal and written communication skills


Work Days: Monday-Friday
Work Hours: 8:00a.m. - 4:30p.m.

Equal Employment Opportunity


Navy Federal values, celebrates, and enacts diversity in the workplace.  Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans.  EOE/AA/M/F/Veteran/Disability