Who we are:
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.
Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
Visit gomotive.com to learn more.
About the Role:
As a Workforce Analyst, you will play a critical role within our delivery teams, optimizing workforce management strategies to enhance operational efficiency. You will leverage your analytical skills to support both frontline staff and management in achieving service-level objectives while adapting to the dynamic demands of the contact center environment.
What You’ll Do:
- Provide comprehensive support to operational teams, ensuring the seamless delivery of KPIs through effective workforce management practices.
- Develop and maintain operational reports, including Client SLA reports, Daily & Real-Time adherence reports, and Outage reports.
- Utilize advanced reporting tools and Excel to create interactive dashboards that facilitate data-driven decision-making and KPI maintenance.
- Conduct volume forecasting and develop staff scheduling plans aligned with the forecast to optimize resource allocation.
- Collaborate with contact center leadership to create and execute strategies that meet service level requirements effectively.
- Monitor and manage real-time contact volumes, identifying any adherence issues and proposing actionable solutions.
- Adjust active schedules as needed based on real-time staffing levels and operational demands.
- Assist in training and mentoring junior workforce associates to enhance team performance and cohesion.
What We’re Looking For:
- Minimum 2 years of experience in workforce management or a related field (Must have).
- Proficient in MS Office 365, Google Suite, Salesforce (CRM), and Genesys (Must have).
- Strong analytical and problem-solving skills, with a proven ability to manage reporting and visibility into workforce management metrics (KPIs) (Must have).
- Experience with volume forecasting, staff scheduling, and real-time queue management (Must have).
- Familiarity with Workforce Optimization platforms (WFO) such as NICE, Calabrio, Verint, or Playvox (Good to have).
- Excellent written and verbal communication skills (Must have).
- Strong knowledge of customer care processes and techniques (Must have).
- Ability to work collaboratively with cross-functional teams and manage stakeholder expectations (Must have).
Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please review our Candidate Privacy Notice here .
UK Candidate Privacy Notice here.
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.
#LI-Remote
Top Skills
What the Team is Saying
What We Do
Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. The Motive Automated Operations Platform combines IoT hardware with AI-powered applications to automate vehicle and equipment tracking, driver safety, compliance, maintenance, spend management, and more. Motive serves more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery. Visit gomotive.com to learn more.
Why Work With Us
We work hard, with humility and we see our efforts rewarded in tangible ways every day. At Motive, you’ll have the chance to make a difference for the drivers who keep our world moving. We trust each other to do great work because together we can achieve collective goals that reach beyond the physical economy.
Gallery
Motive Offices
Remote Workspace
Employees work remotely.
