Analyst, Operations

Role Overview

The Analyst, Operations at Athena will be responsible for forecasting workload, planning headcount capacity, and analyzing service delivery metrics to ensure that our operations team can meet current and future demands. This role plays a critical part in optimizing the efficiency and effectiveness of our operational support, contributing directly to the success of our executive assistant-client partnerships.

Duties & Responsibilities

• Forecasting:

○ Develop and maintain accurate forecasts of workload and staffing requirements.

○ Analyze historical data, business trends, and other relevant factors to predict future service demands.

○ Facilitate monthly reviews of Actual vs Forecast with ODs and VPs

• Scheduling:

○ Utilize forecasting and capacity planning to schedule staff effectively, ensuring optimal workforce utilization and meeting business requirements.

• Capacity Planning:

○ Assess current headcount capacity and project future staffing needs based on forecasted demand.

○ Identify staffing gaps and make recommendations for hiring or reallocating resources.

○ Manage the staffing assignment process from client selection through to assignment confirmation, ensuring transparency and adherence to operational criteria.

○ Collaborate with finance to maintain an accurate position ID database, integrating it into the overall workforce management system.

○ Develop and maintain a comprehensive BCP to ensure operational continuity in the face of disruptions. Regularly review and update the BCP in line with evolving risks and operational needs.

• Reporting and Analytics:

○ Analyze service delivery metrics to identify trends, inefficiencies, and areas for improvement.

○ Provide regular reports and insights to senior management on operational performance and capacity planning.

○ Generate and analyze reports on workforce metrics, including planned vs. forecast outputs, attrition, and hiring, to identify discrepancies and areas for improvement.

• Collaboration:

○ Work closely with Ops Directors to ensure alignment on capacity and staffing strategies.

○ Partner with Sales and Recruitment teams to communicate hiring needs and timelines.

• Continuous Improvement:

○ Develop and implement processes and tools to improve forecasting accuracy and capacity planning.

○ Stay updated on industry best practices and incorporate them into Athena's operations.