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A-Line Staffing Solutions · 15 hours ago

Workforce Analyst

San Antonio, Texas Metropolitan Area

Contract

Onsite

Mid Level

$20/hr - $22/hr

3+ years exp

A-Line Staffing Solutions is seeking a Workforce Analyst for their Collections Finance team in San Antonio, TX. This role is essential for ensuring operational efficiency and service-level performance, focusing on workforce planning, forecasting, and real-time staffing optimization.

Human ResourcesInformation Technology

Hiring Manager

Ryan Partlan

Responsibilities

Demonstrate strong understanding of the collections process, including customer payment interactions

Accurately track Customer Care output, activity levels, and productivity metrics

Monitor agent performance and productivity to identify gaps and improvement opportunities

Develop dynamic schedules and forecasts using historical data, trends, and business drivers

Perform intraday monitoring and real-time workload management to meet service-level goals

Optimize staffing allocation to align demand with capacity and improve KPIs

Support forecasting confidence validation using statistical methodologies

Manage PTO scheduling and approvals to maintain staffing balance

Monitor real-time contact volumes and adjust workflows for maximum efficiency

Provide staffing recommendations and contingency plans to address real-time shortages

Research and implement new real-time monitoring techniques for operational improvement

Interface with call center leaders to respond to rapidly changing business needs

Create and maintain daily operational reports and dashboards

Analyze operational data to draw actionable conclusions and recommendations

Facilitate planning calls and support Salesforce case management

Track full contact life cycle metrics to support agent empowerment and customer satisfaction

Collect and analyze Voice of Customer (VOC) survey data to identify operational gaps

Create, manage, and track metrics supporting QA, WFM, and Training functions

Provide data-driven feedback to Quality Assurance teams to reduce errors and improve performance

Support initiatives that improve agent effectiveness and service quality

Provide level-one IT support and system access requests

Act as liaison between Customer Care and IT for system issues and troubleshooting

Ensure adequate system access and technology availability for all associates

Act as team lead or contributor on operational improvement projects

Identify, share, and implement best practices across teams and locations

Support Real-Time Operations Manager initiatives related to backlog management, agent performance, and reporting

Qualification

Collections OperationsWorkforce ManagementForecastingAnalytical SkillsAttention to DetailOrganizational SkillsCommunication SkillsCollaboration Skills