Posted On: 11-15-2016
Position Title: Operational Staffing Analyst
Job Location: Madison, WI
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Job Summary

The Operational Staffing Analyst is responsible for workforce forecasting and staffing model development utilizing industry approved methodologies. They will help ensure the proper metrics and criteria are used to build out daily, weekly, and monthly reports used to project staffing needs and subsequent budgetary impacts affecting key operational areas.

Characteristics and Responsibilities

Analysis (80%)

  • Develop models to support complex multiple forecast scenarios using Erlang or other staff optimization techniques.
  • Responsible for forecasting functional areas workload, scheduling resources, and delivering actionable productivity information to the Operational leadership.
  • Provide trend analysis of long‐ange capacity planning/staffing models, projections and forecasts for critical operational areas with summary reporting to align with root‐ause analysis as well as optimization suggestions.
  • Formulate concepts and provide details to leadership team regarding the changes in business processes to improve performance and the customer experience and how this impacts financial targets.
  • Formulates and provides summary of analysis and recommendations to management and business leaders to assist in resolving business issues of workload factors.
  • Perform analysis of long-range capacity planning/staffing models, projections and forecasts for critical operational areas and the associated budgetary impacts.
  • Perform validation of performance standards, process timings and work measurement.
  • Request schedule drivers from supervisors and unit coordinators in the division functional areas and apply to forecasting scenarios.
  • Validate historical forecasting data and normalize the results.
  • Make recommendations for change management and training.
  • Work with the WFO Business Partner to determine acceptable control limits and target service levels.
  • Perform root cause analysis for forecast variations.
  • Develop “what‐f” scenarios to facilitate optimal staffing levels or for contract bidding as needed.
  • Generate long and short term forecast to be used for staffing levels for the division functional areas.
  • Analyze and adjust long and short term forecasts.

Reporting (20%)

  • Prepare charts and reports as needed and provide associated analysis.
  • Make and document recommendations based on best practices to the division functional area for the proper set up (call routing, skills and queues).
  • Create or update call flows in visual representation (i.e. MS Visio) along with supporting documentation and supply the operational area with final product.
  • Work with leadership team members to define requirements for new reports and changes to existing reports in order to develop implementation plans.
  • Work closely with operational staff members to gather key inputs for needed reports and analysis.
  • Train leadership members to understand and utilize reports.
  • Keep current on the NICE program overall; including but not limited to implementations, usage and recommendations for future upgrades/utilization.
  • Obtain results from applicable operational support systems to meet leadership team needs and ensure the integrity of the results.

Scheduling (Minor)

  • Review staffing forecasts for functional areas using the Workforce Optimization (WFO) solution (NICE).
  • Monitor service levels of all workloads for appropriate escalation and awareness.


Work Experience


  • 4 or more years of experience within a WFO department, or operational area utilizing a WFO program to monitor productivity and ensure results


  • Experience with the NICE Workforce Management (WFM) scheduling and forecasting system



  • Bachelor’s degree in Business, Accounting, Management, or related field; OR equivalent post high school education and/or work related experience

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.