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USA Waste & Recycling · 2 days ago

Workforce Analyst

Agawam, MA

Full-time

Onsite

Entry, Mid Level

2+ years exp

USA Waste and Recycling is a leader in waste hauling and processing, committed to sustainability and exceptional service. The Customer Service Workforce Analyst will manage workforce performance analytics, forecasting, and data insights to enhance customer service operations and improve service levels.

LandscapingRecyclingRentalWaste Management

Comp. & Benefits

Responsibilities

Analyzes call volume, contact patterns, and workload trends to support staffing and scheduling decisions

Develops forecasts and capacity models to support service level objectives

Monitors schedule adherence and identifies trends or risks impacting performance

Develops and maintains customer service dashboards, reports, and performance metrics

Analyzes service levels, productivity, quality, and customer satisfaction data

Ensures accuracy and consistency of workforce and performance data across systems

Translates data into insights that inform staffing, training, quality, and operational decisions

Identifies trends, risks, and opportunities related to volume, efficiency, and performance

Partners with leadership to support continuous improvement initiatives

Supports workforce management tools, reporting platforms, and data integrations

Documents assumptions, methodologies, and reporting standards

Supports audits, leadership reviews, and ad hoc data requests

Qualification

Workforce managementData analyticsPerformance reportingAdvanced ExcelWFM tools experienceAnalytical skillsManage prioritiesCustomer service experienceWaste industry experienceAttention to detailCommunication skills