Nation Safe Drivers · 3 weeks ago
Workforce Management Analyst
Boca Raton, FL 33487
Full-time
Onsite
Entry Level
1+ years expNation Safe Drivers is a company that provides analytical and operational support to operations leadership. The Workforce Management Analyst is responsible for executing forecasting inputs, schedules, and real-time monitoring within Workforce Management platforms, ensuring data accuracy and timely escalation of variances that may impact staffing efficiency or service levels.
Insurance
Responsibilities
Support forecasting, scheduling, and capacity planning activities under the direction of the Workforce Manager
Maintain and update Workforce Management system inputs to ensure forecast and schedule accuracy
Monitor real-time intraday performance, including call volumes, queues, and agent adherence; escalate variances and risks to service levels
Execute intraday staffing adjustments as directed, including schedule changes, overtime coordination, and activity management
Analyze agent adherence, productivity, and utilization data; prepare insights and recommendations for review
Produce standard and ad-hoc reports on key metrics including service level, occupancy, shrinkage, forecast variance, and schedule adherence
Assist in the development of short- and long-term capacity plans by analyzing historical trends, seasonal patterns, and business inputs
Partner with operations, analytics, and technology teams to ensure data accuracy and consistent reporting across systems
Document processes, assumptions, and changes to support transparency and continuous improvement
Contribute to the adoption of WFM best practices and disciplined operational execution
Qualification
Required
1–3 years of experience in Workforce Management, operations analytics, or contact center support roles
Demonstrated ability to analyze data, identify trends, and communicate findings clearly
Strong working knowledge of Microsoft Excel and reporting tools
Strong analytical and quantitative skills with attention to detail
Ability to interpret operational data and escalate issues effectively
Clear written and verbal communication skills
Proficiency in Excel and workforce reporting tools
Ability to manage multiple tasks in a fast-paced, real-time environment
Collaborative mindset with a focus on accuracy, reliability, and execution discipline
Preferred
Bachelor's degree in Business, Analytics, Operations, or a related field preferred
Hands-on experience with Workforce Management platforms such as Genesys, Verint, or comparable tools preferred
Company
Nation Safe Drivers
NSD has been in the business of helping agents and dealerships increase their income for over 50 years.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Richard Holland
CEO
Jeffrey Wiener
Chief Operating Officer
Recent News
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