Job Title: Workforce Analyst

Reports to: Director, Customer Service

FLSA Status: Exempt

Location: Las Vegas, NV

Summary

The Pavilion Payments Workforce Analyst plays a crucial role in optimizing an organization's workforce operations, focusing on data analysis to improve efficiency and productivity. They will be responsible for assisting with all contact center forecasting, planning, staffing optimization and reporting needs.

An ideal candidate will leverage data and reporting dashboards, analyze contact volume and trends, create and evaluate the effectiveness of schedules, and adjust staffing needs in real time to maximize service and quality.

Key Responsibilities

• Accurately create and manage effective schedules for agents and staff.

• Coordinate the scheduling of business-related activities such as training, meetings, and overtime.
• Monitor activity, queue volumes and call center metrics for all channels, and recommend daily staffing adjustments to meet service level agreements.
• Assist with the forecasting, tracking, monitoring, and reporting the daily/monthly contact center statistics.
• Coordinate with contact center leadership to identify opportunities for service improvements and business optimization.
• Leverage reports and dashboards on historical data and forecasting results from applicable systems.
• Gather and analyze workforce data to identify trends, performance metrics, and areas for improvement.
• Track key performance indicators (KPIs) related to employee productivity and operational efficiency.
• Generate reports to communicate findings to management and recommend strategies for improvement.
• Prepare regular and ad-hoc reports that summarize workforce performance and provide insights into decision-making.

Desired Qualifications

• 2-3 years of experience in a workforce analyst or similar role.
• Proficiency in data analysis tools (e.g., Excel, SQL, Tableau).
• Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure.
• Knowledge of human resources practices and workforce management.
• Analytical and problem-solving skills, with the ability to define problems, collect data, establish facts and make data supported decisions.
• Ability to manage multiple systems and projects in a fast-paced environment.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.

• Proficient with Microsoft Office Suite or related software.

Perks & Benefits!

• A great company that is focused on team building, and career pathing for its team!
• Join a team that is fun, friendly, and customer-focused!
• Excellent employee benefits package - Health, Dental, Vision, 401k match, and more!

Pavilion Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department

JOB CODE: 1000038