Oncourse Home Solutions · 16 hours ago
Senior Analyst - Workforce Optimization
Naperville, IL
Full-time
Hybrid
Mid, Senior Level
$75K/yr - $111K/yr
4+ years expOncourse Home Solutions (OHS) is a people-centric organization dedicated to providing home solutions and services. The Senior Analyst, Workforce Optimization will be responsible for advanced reporting and analysis of workforce and agent performance, collaborating with business leaders to provide insights that enhance operational efficiency and cost-effectiveness in contact center operations.
Heating Ventilation and Air Conditioning (HVAC)Home ImprovementHome Services
Responsibilities
Data analysis and reporting by extracting and analyzing workforce and agent performance data to generate reports and identify patterns
Collaborate with internal customers; teams, departments, and contact center leadership to identify opportunities for improvement of resource utilization and to achieve service goals
Create and design ad hoc reports for data pertaining to agent performance and deliver insights and recommendations based on that data
Identifying opportunities to streamline processes, reduce costs and improve operational efficiency
Identify and determine opportunities for staffing optimization based upon volume and agent performance. Understand long-term staffing needs based on projected business growth, new initiatives or changes in market conditions using statistical models and historical data
Identify and communicate bottlenecks, capacity constraints and resources gaps to ensure optimal allocation of resources and prevent over or underutilization to leadership
Generating and evaluating staffing schedules and maintaining data updates into scheduling system
Generating short and long-term staffing models and providing recommendations based on analysis
Identifying, analyzing, and reporting service deviations to improve performance results
Apply statistical techniques and data visualization tools to present findings and recommendations to management
Update historical volume data to ensure accuracy of future forecasts
Conduct “What If” capacity plan scenarios to optimize overall site performance
Streamlining and automating manual processes, implementing new technologies and leveraging data-driven insights to enhance efficiency and accuracy
Delivering timely standardized reporting on business / agent performance for routine business reviews
Partners with Business Intelligence Team to design / complete larger reporting requests
Regularly validates data sources to ensure accuracy of all reports
Other duties as assigned by leadership
Qualification
Required
4+ years of experience in workforce management or analytics (i.e. business, data science, statistics, mathematics)
2+ years of working with one or more workforce management systems or 2+ years forecasting experience
Strong analytical skills with the ability to utilize data effectively to identify potential problems before they occur; develop models for forecasting demand; analyze trends in volume patterns; optimize schedules
Experience building reporting using various visualization tools for trend analysis
Strong presentation & communication skills; able to present to both individual contributors and high-level leadership
Excellent communication skills both written and verbal
Proven track record in building WFM specific analysis and implementing actions that produce results and drive continuous improvement
Familiarity with labor laws and regulations
Proficient with phone system reporting and scheduling tools such as Verint or similar systems
Ability to demonstrate and articulate understanding of key workforce management concepts as related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement
Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities
Advanced Excel skills required
Proficiency in Microsoft and Google Suites
Working knowledge of a WFM tool; Verint preferred
Database querying: Basic understanding of SQL preferred
Competency in data analysis tools like Microsoft BI, Looker, Tableau, Python
Basic understanding of telephony systems (ACD, AOD and IVR / IVA)
Proficient with phone system reporting (AWS)
Bachelor's degree or comparable and relevant work experience required
Benefits
Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
Generous Paid Time Off: Take the time you need to recharge and relax.
Education Assistance Program: Invest in your growth and development with our support.
FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.
Company
Oncourse Home Solutions
Oncourse Home Solutions offers home warranty plans, covering repairs, maintenance, and improvements.
501-1000 employees
H1B Sponsorship
Oncourse Home Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (10)
2024 (6)
2023 (3)
2022 (2)
Funding
Current Stage
Late StageLeadership Team
Andrei Utkin
Head of Acquisition Marketing
Recent News
2025-10-22
2025-08-26
Company data provided by crunchbase