Workforce Analyst

Company Description Moder is a tech-forward outsourcing company focused on improving the financial health of organizations in the US mortgage, insurance, and banking industries. Founded in December 2020, Moder combines top talent, workflow best practices, and progressive technology to power in-house processes for clients. The company provides end-to-end and component-based outsourcing solutions, from one-off projects to fully integrated customer service and operations support. Moder’s leadership team brings decades of experience on both the client and provider sides of financial services outsourcing, ensuring high standards of service and delivery. Moder is American-owned, based in the US, with offices in India and the Philippines, and operates under NMLS ID#. Role Description The Workforce Analyst is a full-time, on-site role based in Guatemala City. This role is responsible for monitoring real-time staffing levels, call volumes, and service performance to ensure that operational targets are met. The Workforce Analyst will prepare forecasts, capacity plans, schedules, and performance reports, and will recommend adjustments to staffing and workflows as conditions change. Daily tasks include analyzing workforce data, identifying trends and variances, collaborating with operations leaders to optimize resource allocation, and communicating staffing recommendations clearly and promptly. The role also involves maintaining workforce management tools, supporting continuous improvement initiatives, and contributing to the development of best practices in workforce planning and analytics. Qualifications Strong workforce management capabilities, including Workforce Management and Workforce Analytics skills.Demonstrated analytical skills and experience with Capacity Planning in operational or contact center environments.Effective Communication skills, with the ability to present data-driven recommendations to stakeholders.Proficiency with spreadsheets and workforce management or forecasting tools; experience with BI or reporting tools is an advantage.Bachelor’s degree in Business, Statistics, Economics, Industrial Engineering, or a related field, or equivalent practical experience.Experience in outsourcing, financial services, or contact center operations is preferred.Strong attention to detail, problem-solving mindset, and ability to work collaboratively in a fast-paced environment.Professional working proficiency in English; additional language skills are beneficial.