Job Information
United Site Services Workforce Analyst in MERIDIAN, Idaho
About USS
United Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers’ project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition; each supported by tangible, best-practice programs.
Our success is fueled by the dedication and collaboration of our diverse team, which includes field technicians, customer care representatives, sales professionals, and functional experts. Each member of our team plays a vital role in ensuring a seamless and reliable experience for our customers.
By joining United Site Services, you will be part of an organization that values continuous improvement, teamwork, and excellence in every aspect of our business.
Primary Purpose
The Workforce Analyst – Regional Support Services is responsible for analyzing and reporting on call and web chat patterns, agent efficiency, and overall contact center performance. This role leverages data analytics to optimize workforce planning and improve operational effectiveness.
Essential Functions
Analyze and provide ongoing reports on call/web chat arrival patterns, agent efficiency, and contact center performance.
Query and analyze data from contact center software, agent attendance systems, and workforce management (WFM) tools.
Assess agent adherence to schedules and overall performance metrics.
Develop and generate ad hoc reports related to scheduling, call/web chat volumes, agent performance, and other key performance indicators (KPIs).
Maintain production data and verify staff plan hours for accuracy to enhance operational efficiency.
Collaborate with management to develop and communicate work/training schedules for agents.
Identify staffing needs based on deviation reports and recommend improvements.
Analyze forecast accuracy and recommend enhancements to optimize project performance.
Document, escalate, and communicate agent performance concerns to management.
Manage skillset assignments, agent availability to queues, and callback assignments as directed by operations leadership.
Provision agents within business systems to maximize performance and identify opportunities for improvement.
Monitor real-time agent activities and notify management of unscheduled events or adherence issues.
Address operational issues escalated by team members or other departments.
Develop and deliver training for supervisors on workforce tools, processes, and best practices.
Continuously create and update work instructions and job aids for supervisors.
Perform other duties as assigned.
This position has no supervisor responsibilities.
Qualifications
EDUCATION
Bachelors degree in business, analytics or a combination of relevant experience and education.
EXPERIENCE
3 years of experience in workforce analytics, contact center operations or a related field.
ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES
Strong communication skills, both written and verbal, to effectively present data and insights to various stakeholders.
Ability to analyze complex data, identify trends, and provide actionable recommendations.
Exceptional attention to detail in reviewing and ensuring accuracy in reports and forecasts.
Proficient in data visualization and interpreting large datasets to aid decision-making.
Strong time management skills and ability to handle multiple tasks in a fast-paced environment.
Problem-solving mindset with the ability to assess situations and implement solutions.
Highly adaptable to changing priorities, tools, and processes.
Advanced proficiency in Microsoft Excel, WFM software, and analytics tools (e.g., Power BI, Tableau).
Collaborative team player with strong interpersonal skills to work across departments.
Skilled in project management, forecasting, and scheduling for optimal resource allocation.
Experience in creating training materials and delivering workforce management best practices.
Physical Requirements
Sit while answering phones or reply to emails
Use hands and fingers to handle, control or feel objects tools or controls
Repeat the same movements when entering data
See details of objects that are less than a few feet away
Speak clearly so listeners can understand
Understand the speech of another person
Focus on one source of sound and ignore others
Hear sounds and recognize the difference between them
See differences between colors, shades and brightness
Benefits Summary
All full-time employees working an average of 30 hours or more per week are eligible for the following benefits:
Holiday & Paid Time Off (pro-rated for Part-Time employees)
Medical/Pharmacy
Dental
Vision
Employer-Paid Short-Term Disability
Employer-Paid Employee Basic Life & Accidental Death and Dismemberment
Voluntary Employee Life & Accidental Death and Dismemberment
Voluntary Spousal Life
Voluntary Dependent Life
Hospital Indemnity, Accident and Critical Illness
Commuter/Transit Account
Healthcare Flexible Spending Account
Dependent Care Flexible Spending Account
Health Savings Account
401(k) with employer match
Employer-Paid Employee Assistance Program (EAP)
Employee Discounts
Salary Range
$54,600.00 – $79,200.00 / year
Pay Transparency Statement
At United Site Services, our salary ranges reflect the minimum and maximum base pay for the posted position applicable to all locations across the US. Within the posted salary range, individual pay is determined by the geographic location, job related skills, experience, education, and certifications. Our total compensation package includes base pay plus a comprehensive benefits program.
EEO Statement
Some positions may require secure site access and/or domestic air travel. All candidates for positions which require secure site access and/or domestic air travel must possess an acceptable form of identification to comply with state and federal regulations, such as REAL ID-compliant driver’s license or state ID, or U.S. passport. This statement is not intended to require documentation beyond what is acceptable under the federal I-9 form process administered by the U.S. Citizenship and Immigration Services (USCIS); and should not be construed as creating additional employment eligibility verification requirements.
United Site Services is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation , gender identity , age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.