Senior Analyst - Workforce Optimization

Who We Are

Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming 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 our employees, customers and partners feel valued, respected, and supported. 

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. 

Position Summary

Reporting to the Manager, Workforce Optimization the Senior Analyst, Workforce Optimization is an integral member of the Operations team with heightened responsibilities. This role involves advanced reporting duties, encompassing the creation and maintenance of comprehensive reports on agent and business performance, including intricate analysis and forecasting of critical metrics such as contact volumes, average handle times, and agent conversion rates. Serving 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 ideal candidate is motivated, analytical and has excellent organizational and problem-solving skills. The position's impact is profound, directly influencing the cost-effectiveness and quality of our contact center operations across the OHS footprint. 

Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (T-TH in office and M & F remote) is required. 

Responsibilities include but are not limited to: 

• Data analysis and reporting by extracting and analyzing 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 data pertaining to agent performance and deliver insights and recommendations based on that data. 

• Identifying opportunities to streamline processes, reduce costs and improve operational efficiency. 

• Identify and determine opportunities for staffing optimization based upon volume and agent performance. Understand long-term staffing needs based on projected business growth, new initiatives or changes in market conditions using statistical models and historical data. 

• Identify and communicate bottlenecks, capacity constraints and resources gaps to ensure optimal allocation of resources and prevent over or underutilization to leadership.  

• Generating and evaluating staffing schedules and maintaining data updates in