Senior Analyst - Workforce Optimization

Oncourse Home Solutions (OHS) is a people‑centric, $500M organization owned by private equity firm Apax Partners, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We serve 1.8+ million customers across the U.S., helping homeowners navigate the unexpected, reduce costs, and make home ownership enjoyable. Our mission is to create lasting value for our customers and partners;

our vision is to become the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where employees, customers and partners feel valued, respected, and supported.

The Senior Analyst, Workforce Optimization reports to the Manager, Workforce Optimization and plays a critical role in the Operations team. This role involves advanced reporting duties, creating and maintaining comprehensive reports on agent and business performance, and performing intricate analysis and forecasting of critical metrics such as contact volumes, average handle times and agent conversion rates. Acting as the primary subject‑matter expert in workforce analytics, the Senior Analyst collaborates with business leaders to provide data‑driven insights and solutions while operating autonomously in a dynamic environment.

The impact is profound, directly influencing the cost‑effectiveness and quality of our contact center operations across the OHS footprint. The position is located at our Naperville office with a required hybrid model (in‑office on Tuesdays and Thursdays; remote on Mondays and Fridays).

• Extract and analyze 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 agent performance data and deliver insights and recommendations.
• Identify opportunities to streamline processes, reduce costs and improve operational efficiency.
• Determine staffing optimization opportunities based on volume and agent performance; understand long‑term staffing needs using statistical models and historical data.
• Communicate bottlenecks, capacity constraints and resource gaps to leadership to ensure optimal allocation of resources.
• Generate and evaluate staffing schedules, maintaining data updates in the scheduling system.
• Produce short‑ and long‑term staffing models with recommendations based on analysis.
• Identify, analyze and report service deviations to improve performance results.
• Apply statistical techniques and data visualization tools to present findings and recommendations.
• Update historical volume data for accurate future forecasts.
• Conduct “What If” capacity plan scenarios to optimize overall site performance.
• Streamline and automate manual processes, implement new technologies and leverage data‑driven insights to enhance efficiency and accuracy.
• Deliver timely standardized reporting on business/agent performance for routine reviews.
• Partner with the Business Intelligence Team to design and complete larger reporting requests.
• Validate data sources regularly to ensure accuracy of all reports.
• Other duties as assigned by leadership.

• 4+ years of experience in workforce management or analytics (business, data science, statistics, mathematics).
• 2+ years working with one or more workforce management systems or forecasting experience.
• Strong analytical skills with the ability to build forecasting models, analyze volume trends and optimize schedules.
• Experience building reports using visualization tools for trend analysis; strong presentation and communication skills.
• Excellent written and verbal communication skills.
• Proven track record in building WFM–specific analysis and implementing actions that produce results and drive continuous improvement.
• Familiarity with labor laws and regulations.
• Proficiency with phone system reporting and scheduling tools such as Verint or similar systems.
• Understanding of forecasting, capacity planning, scheduling,…