Workforce Analyst

About USS

United Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers’ project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition; each supported by tangible, best-practice programs.

Our success is fueled by the dedication and collaboration of our diverse team, which includes field technicians, customer care representatives, sales professionals, and functional experts. Each member of our team plays a vital role in ensuring a seamless and reliable experience for our customers. By joining United Site Services, you will be part of an organization that values continuous improvement, teamwork, and excellence in every aspect of our business.

The Workforce Analyst – Regional Support Services is responsible for analyzing and reporting on call and web chat patterns, agent efficiency, and overall contact center performance. This role leverages data analytics to optimize workforce planning and improve operational effectiveness.

• Analyze and provide ongoing reports on call/web chat arrival patterns, agent efficiency, and contact center performance.
• Query and analyze data from contact center software, agent attendance systems, and workforce management (WFM) tools.
• Assess agent adherence to schedules and overall performance metrics.
• Develop and generate ad hoc reports related to scheduling, call/web chat volumes, agent performance, and other key performance indicators (KPIs).
• Maintain production data and verify staff plan hours for accuracy to enhance operational efficiency.
• Collaborate with management to develop and communicate work/training schedules for agents.
• Identify staffing needs based on deviation reports and recommend improvements.
• Analyze forecast accuracy and recommend enhancements to optimize project performance.
• Document, elevate, and communicate agent performance concerns to management.
• Manage skillset assignments, agent availability to queues, and callback assignments as directed by operations leadership.
• Provision agents within business systems to maximize performance and identify opportunities for improvement.
• Monitor real-time agent activities and notify management of unscheduled events or adherence issues.
• Address operational issues escalated by team members or other departments.
• Develop and deliver training for supervisors on workforce tools, processes, and best practices.
• Continuously create and update work instructions and job aids for supervisors.
• Perform other duties as assigned.

Bachelor's degree in business, analytics or a combination of relevant experience and education.

3 years of experience in workforce analytics, contact center operations or a related field.

• Strong communication skills, both written and verbal, to effectively present data and insights to various stakeholders.
• Ability to analyze complex data, identify trends, and provide actionable recommendations.
• Exceptional attention to detail in reviewing and ensuring accuracy in reports and forecasts.
• Proficient in data visualization and interpreting large datasets to aid decision-making.
• Strong time management skills and ability to handle multiple tasks in a fast-paced environment.
• Problem‑solving mindset with the ability to assess situations and implement solutions.
• Highly adaptable to changing priorities, tools, and processes.
• Advanced proficiency in Microsoft Excel, WFM software, and analytics tools (e.g., Power BI, Tableau).
• Collaborative team player with strong interpersonal skills to work across departments.
• Skilled in project management, forecasting, and scheduling for optimal resource allocation.
• Experience in creating training materials and delivering workforce management best practices.

• Sit while answering phones or reply to emails
• Use hands and fingers to handle, control or feel objects/tools or controls
• Repeat the same movements when entering data
• See details of objects that are less than a few feet away
• Speak clearly so…