Customer Service Workforce Analyst
USA Waste and Recycling
USA Waste and Recycling, Inc
USA Waste is at the forefront of waste hauling and processing - innovating every step as we work to find the best solutions for safe and efficient residential and commercial services. From building the country's largest state-of-the-art recycling facility to powering our buildings with solar energy and fueling our trucks with all-American natural gas, we are committed to you, our communities, and the planet.
Our story started with a single truck. In 1974, founder Guy "Sonny" Antonacci and his wife, Mary Ann, began Somers Sanitation - named after our hometown of Somers, Connecticut. Today, three generations of family and a dedicated team of professionals are leading our companies into the future. While our fleet, facilities, services, and family have all grown, we take pride in continuing to operate our businesses based on the fundamental principle that has guided us since the beginning - to provide exceptional service and innovation to the communities and people we serve.
Join a team committed to taking big leaps forward to remain at the forefront of sustainability.
Some see waste. We see possibilities.
Position Summary:
The Customer Service Workforce Analyst is responsible for workforce management, performance analytics, and data insights that support efficient, data-driven customer service operations. This role owns forecasting, staffing analysis, scheduling support, and performance reporting across customer service teams.
The Workforce Analyst partners with leadership to translate data into actionable insights that improve service levels, efficiency, and customer experience.
Role and Responsibilities:
Workforce Management & Forecasting
- Analyzes call volume, contact patterns, and workload trends to support staffing and scheduling decisions.
- Develops forecasts and capacity models to support service level objectives.
- Monitors schedule adherence and identifies trends or risks impacting performance.
Performance Analytics & Reporting
- Develops and maintains customer service dashboards, reports, and performance metrics.
- Analyzes service levels, productivity, quality, and customer satisfaction data.
- Ensures accuracy and consistency of workforce and performance data across systems.
Data Insights & Recommendations
- Translates data into insights that inform staffing, training, quality, and operational decisions.
- Identifies trends, risks, and opportunities related to volume, efficiency, and performance.
- Partners with leadership to support continuous improvement initiatives.
Systems & Data Support
- Supports workforce management tools, reporting platforms, and data integrations.
- Documents assumptions, methodologies, and reporting standards.
- Supports audits, leadership reviews, and ad hoc data requests.
Knowledge, Skills, and Abilities
- Strong analytical and quantitative skills
- Ability to interpret complex data and communicate insights clearly
- Advanced Excel, Access, and reporting tool proficiency
- Strong attention to detail and data accuracy
- Ability to manage multiple priorities and deadlines
Requirements
- High School diploma or equivalent
- 2-5 years of experience in workforce management, data analytics, or performance reporting
- Experience supporting contact center or service operations
- Experience with WFM tools, reporting platforms, and CRM data
- Waste and recycling industry experience preferred
This Position Features:
- Family-Oriented Environment
- Excellent Benefits and Bonus Potential
Physical Demands:
Listed below are key points regarding the job's environmental demands and work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
- Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) for most of the workday.
- Required to exert physical effort in handling objects less than 30 pounds rarely.
- This position requires on-site presence at our Enfield, CT location, and remote work arrangements are unavailable for this role.
- Local travel
USA Waste and Recycling, Inc. EEO Statement: The Company is committed to and supports equal employment opportunity and affirmative action to all employees and applicants. Equal employment opportunity means equal treatment of employees and applicants without regard to the following legally-protected characteristics: race, color, religion, creed, sex (gender identity), pregnancy (including childbirth and related medical conditions), sexual orientation, marital status, national origin, ancestry, age, medical condition, genetic information (including characteristics and testing), veteran status, physical or mental disability status or any other legally-protected status.
