Workforce Analyst

IAA, an RB Global, Inc. company, is seeking a Workforce Analyst to join our team. This role has remote capabilities!

This Workforce Analyst is responsible for developing, implementing and managing all long term, short term and real time work force capacity management activities across multiple departments.

This position will analyze trends within assigned operations, including contact volumes, contact patterns, staff productivity, staff assignment capacity and resource allocation, and use the analysis results to define staffing strategy and efficiency.

Must manage large amounts of data to identify workforce shortages, conduct root cause analysis while working toward strategically impactful solutions to proactively address these issues.

Will be interacting with providers as a subject matter expert and presenting manager with recommendation based on analysis.

Key Responsibilities :

• Create optimal team schedules to address demand in order to achieve stated service level goals
• Create alternative (CAT) planning responses to incorporate multiple lines of business seamlessly for a response
• Produce meaningful reporting on a daily, weekly, and monthly basis
• Work with Operations partners to understand process drivers (such as specialty programs and environmental issues) and capacity needs
• Leverage historical data from previous initiatives and pilots to develop educated assumptions for planned initiatives and future forecast periods
• Provide real time and historical contact center data to management team, including key performance indicators such as AHT, Shrinkage, Adherence, Conformance, Service Level etc.

working closely with them to proactively identify ways to improve results

• Support all contact centers across work sites and work from home environments
• Perform analysis of contact center data to provide insight into reasons for calls, employee performance, forecast variances, KPI variances, cost per call and other data relative to contact center performance
• Produce ad hoc reports and analysis as required to support business needs
• Conduct exploratory data analysis and determine appropriate linkages across disparate data sources
• Collaborate with business units to continuously innovate new measures of company performance
• Develop predictive models to support and improve operational decision making throughout the title procurement lifecycle
• Work with other lines of business within the organization to identify reporting gaps and implement solutions to close gaps

Competencies :

• Bachelor’s Degree or the equivalent in experience is required
• 2+ years of experience workforce analysis experience in a claims or customer service contact center
• Excellent written and verbal communication skills are a must Strong proficiency with MS Office 365 (Excel, Word, SharePoint, Outlook and PowerPoint), and analytics aggregator tools (such as Pyramid or PowerBI)
• Strong attention to detail and the ability to see the big picture

Preferred Skills :

• Proficiency with PowerBI desired
• Experience with Five9 Phone system Desired
• Proficiency in MS Office Suite; Outlook, Word, Excel, PowerPoint

In return for your excellent skills and abilities, we offer a benefits package including health insurance, 401K, STD / LTD, Life Insurance / AD&D, paid holidays, and vacations.

About IAA, an RB Global, Inc. company :

IAA, an RB Global, Inc. company (NYSE : RBA) and (TSX : RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles.

Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles.

IAA serves a global buyer base located throughout over 170 countries and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations.

Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience.

IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns.

RB Global, Inc. globally has over 7,000 employees and is headquartered near Chicago in Westchester, Illinois