What are the responsibilities and job description for the Workforce Management Analyst position at Nation Safe Drivers?
Nation Safe Drivers has been in business for 60 years and has a stellar reputation as an industry leader in the Automotive Industry and one of the finest places to work in South Florida. Our Corporate Headquarters is located in the heart of Boca Raton's business park district. Employees are valued at NSD and enjoy a fun corporate culture, a supportive leadership team and excellent benefits.
Our organization is seeking a Workforce Management Analyst who will provide analytical and operational support to leadership by executing forecasting inputs, schedules, and real-time monitoring within Workforce Management (WFM) platforms. This role is responsible for data accuracy, intraday performance tracking, and timely escalation of variances that may impact staffing efficiency or service levels. T
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.
Education and Work Experience:
- Bachelor’s degree in Business, Analytics, Operations, or a related field preferred.
- 1–3 years of experience in Workforce Management, operations analytics, or contact center support roles.
- Hands-on experience with Workforce Management platforms such as Genesys, Verint, or comparable tools preferred.
- Demonstrated ability to analyze data, identify trends, and communicate findings clearly.
- Proficiency in Excel and workforce reporting tools.
What NSD will provide:
- Excellent Benefits: Health, Dental, Life, Vision and Disability Options as well as Paid Vacation Days, Sick Days, Holidays and PTO. Pet Insurance too!
- Competitive compensation and a family-friendly work schedule
- Excellent Corporate Culture: Social Events, Recognition Luncheons, Family Days, and Holiday Celebrations
- Long-standing reputation for promoting from within -- great opportunity for a promising career path
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance