Workforce Management and Performance Analyst

Job Type
Full-time

Description

Southern Home Services is a residential HVAC, Plumbing and Electrical company that acquires, owns, and operates businesses around the United States. We are seeking business leaders to join our growing team and become an integral part of our company's future.

Are you ready to Be Part of Something BIGGER!

The Workforce Management and Performance Analyst will ensure the Contact Center and Inside Sales teams have the right capacity, skills, and coverage at the right times. The position will combine forecasting, scheduling, intraday management, quality analytics, virtual agent performance, and revenue funnel analysis to improve customer access, productivity, booking performance, and installed revenue. Turns data into clear recommendations, and partners with leaders to implement and measure improvements.

Essential job functions include :

- Workforce Forecasting and Demand Planning: Develop and maintain rolling short-range and long-range forecasts for inbound voice, digital contacts, outbound campaigns, maintenance demand, and Inside Sales workloads. Forecast by 15- or 30-minute interval, center, queue, skill, trade, and channel, and adjust for weather, seasonality, marketing campaigns, promotions, holidays, operating hours, and field appointment availability.
- Capacity and Headcount Planning: Translate forecasted demand into required staffing and skill coverage using service goals, average handle time, occupancy, shrinkage, and operating-hour requirements. Build staffing scenarios and recommend hiring, attrition backfills, overtime, cross-training, shift design, and weekday, weekend, and after-hours coverage.
- Schedule Optimization: Create, publish, and maintain efficient schedules that align staffing with interval-level demand. Optimize shifts, breaks, meetings, training, paid time off, and project time while accounting for agent skills, time zones, availability, schedule rules, and business needs. Manage schedule changes and identify coverage gaps before they affect customers.
- Intraday Workforce Management: Monitor actual versus forecasted contact volume, handle time, staffing, queue conditions, service level, speed of answer, and abandonment throughout the day. Reforecast when demand changes, recommend or execute approved schedule adjustments, and coordinate the movement of resources among inbound, outbound, and offline work.
- Schedule Adherence and Shrinkage: Maintain accurate event, status, and shrinkage definitions. Analyze schedule adherence, productive time, after-call work, planned and unplanned shrinkage, absences, meetings, and training time. Provide leaders with exception reporting, root-cause analysis, and practical recommendations for improvement.
- Contact Center Performance Analytics: Analyze the customer journey from initial contact through booking and completed job. Monitor service level, abandonment, transfer rate, booking rate, cancellations, reschedules, digital conversion, repeat contacts, and appointment availability. Diagnose performance by center, leader, agent, campaign, call type, trade, and daypart, and quantify customer and revenue impact.
- Human Quality Analytics: Manage quality reporting, sampling coverage, and calibration analysis for human agents. Evaluate trends by center, leader, agent, tenure, interaction type, and outcome; identify critical errors, missed booking opportunities, process gaps, and scorecard inconsistencies; and connect quality results to booking, cancellations, handle time, completed jobs, and revenue.
- Virtual Agent Quality and Performance: Evaluate Hatch and future virtual agent performance, including booking accuracy, bookable-to-booked conversion, successful self-service, bailouts, escalations, transfers, intent or workflow failures, disposition accuracy, record quality, repeat contacts, customer opt-outs, after-hours results, and revenue contribution. Maintain a prioritized defect tracker and validate whether platform or workflow changes resolve identified issues.
- Inside Sales Estimate Performance: Establish and maintain consistent definitions for eligible unsold estimates, ISR-worked estimates, sold estimates, paid or funded sales, scheduled work, and installed revenue. Report the volume, dollar value, and conversion rate of unsold estimates compared with estimates converted to sold by ISR, center, original estimator or Home Comfort Advisor, lead source, campaign, trade, estimate age, estimate value, product tier, and follow-up status. Clearly distinguish opportunity availability and quality from individual ISR execution.
- Inside Sales Funnel and Revenue Analysis: Measure speed to first attempt, contact and response rates, attempts per opportunity, follow-up cadence compliance, pipeline aging, verbal commitments, payment or funding, correct sale attribution, sold-to-installed conversion, installed revenue, and quota attainment. Identify stale, unworked, and high-value opportunities; support workload prioritization; and forecast expected sales and installations by representative and center.
- Inside Sales Data Integrity: Reconcile estimate creation, follow-up activity, sale date, payment, scheduling, installation, cancellation, and attribution data so Inside Sales reporting is consistent and auditable. Maintain cohort logic that avoids mixing estimate-created periods with sale or installation periods, and identify duplicates, requotes, invalid estimates, missing ownership, and sales not influenced by Inside Sales.
- Data Governance and Reporting Automation: Reconcile data across Talkdesk, ServiceTitan, Hatch, workforce management systems, and financial reporting. Maintain metric definitions, source-of-truth logic, agent rosters, queue and skill mappings, operating hours, and reporting controls. Automate recurring dashboards and validate accuracy before results are distributed.
- Business Reviews and Continuous Improvement: Produce daily, weekly, and monthly performance reporting with clear findings, recommended actions, owners, timelines, and expected impact. Support business reviews, measure the results of coaching and process changes, evaluate pilots, and continuously improve workforce planning, reporting, and operating processes.
- Cross Functional Partnership: Partner with Contact Center and Inside Sales leaders, Field Operations, Marketing, Human Resources, Finance, Information Technology, and external technology partners to align staffing with campaigns, customer demand, and field capacity. Support contingency planning for weather events, outages, demand surges, and other business disruptions. Manages branch operations including the profitability of the location. Reviews P&L statement and monitors location profitability
- Additional duties as assigned

Education and Experience

- Experience: Three to five years of experience in workforce management, workforce planning, contact center analytics, business intelligence, or a related role. Experience supporting a high-volume, multi-site, multi-skill, or multi-channel contact center is strongly preferred.
- Workforce Management Knowledge: Demonstrated experience with forecasting, staffing requirements, interval scheduling, intraday management, schedule adherence, shrinkage, occupancy, service level, and average handle time. Familiarity with capacity modeling and Erlang-based staffing concepts is preferred.
- Systems and Analytics: Advanced Microsoft Excel skills are required. Experience with Power BI or another visualization platform, SQL, automated reporting, and large multi-source datasets is preferred. Experience with Talkdesk and ServiceTitan is strongly preferred; experience with Hatch or another virtual agent platform is a plus. Fluent with Microsoft Word and PowerPoint.
- Quality and Revenue Analysis: Experience analyzing quality assurance results, sampling, calibration, customer interaction outcomes, sales funnels, opportunity conversion, attribution, and revenue performance is preferred.
- Communication: Strong written and verbal communication skills with the ability to translate complex findings into clear operational actions for executives, managers, and frontline leaders.
- Problem Solving: Strong analytical judgment, curiosity, attention to detail, and the ability to identify root causes, challenge inconsistent data, and recommend practical solutions in a fast-paced environment.
- Organization: Ability to manage recurring deadlines, shifting priorities, and urgent operating needs while maintaining accurate documentation and reporting controls.
- Schedule Flexibility: Ability to provide periodic early-morning, evening, weekend, or peak-season support when business conditions require it.
- Education: A Bachelor's degree in Business Administration, Data Analytics, Finance, Operations, Human Resources, or a related field is preferred but not required. Equivalent professional experience will be considered.

The physical requirements of this job include

- Perform work while sitting and/or standing at an individual workstation or office
- Communicate verbally via phone or other communication device.
- Ability to stand, walk and sit; talk or hear, both in person and by telephone
- Use hands to type, handle or feel objects or controls; reach with hands and arms.
- Occasionally stoop, kneel, bend, crouch and lift up to 10 pounds.
- Work is usually performed in an indoor office environment.
- Ability to drive.

Southern Home Services will make reasonable accommodations to allow an employee to perform the essential functions of the job.

Benefits:

We offer a rewarding career path with great benefits, flexible schedules, professional and on-the-job training, and growth plans. Be a part of the team our customers call the finest in the industry.

· Reliable, Year-Round Work

· Weekly Paychecks

· Paid Time Off and Paid Holidays

· Comprehensive Medical, Dental and Vision Benefits

· Health savings accounting

· Flexible spending account

· Company Matched 401k and no vesting

· Bonus Potential

· Growth Opportunities

· Employee discounts

· Company paid short term life insurance

· Life insurance

This is an Exempt position.

Southern Home Services is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. The policy applies to all employment practices within our organization.