Workforce Management Analyst

• Create workload projections by analyzing historical patterns, business drivers, and anticipated changes that may affect demand
• Develop staffing and capacity plans that balance service expectations, productivity assumptions, and budget considerations for assigned business areas
• Maintain and refine workforce planning models by validating inputs, adjusting assumptions, and reconciling forecast outputs against operational results
• Evaluate performance gaps through detailed analysis and identify the factors influencing misses to targets or service levels
• Build scenario models that help business partners understand operational tradeoffs, resource impacts, and planning options
• Present forecast rationale, planning assumptions, and analytical findings in a clear manner to leaders and cross-functional stakeholders
• Use workforce management platforms and reporting tools to monitor trends, support planning activities, and improve decision-making
• Collaborate with onsite and hybrid teams to support workforce strategies across functions beyond a traditional call center environment, including enrollment, billing, reconciliation, and appeals and grievances

• Bachelor’s degree in a related field or equivalent relevant experience
• At least 5 years of relevant experience in workforce management, forecasting, capacity planning, or operational analysis
• Advanced Microsoft Excel skills with the ability to work confidently with complex data sets, models, and calculations
• Strong quantitative and analytical skills, including experience identifying root causes behind operational performance issues
• Ability to create scenario analyses and explain planning assumptions and tradeoffs to business partners and management
• Experience using workforce management systems such as Verint or similar platforms
• Ability to manage multiple priorities, meet deadlines, and communicate effectively across all levels of the organization

Familiarity with data visualization tools such as Power BI or Qlik Sense is preferred

• medical
• vision
• dental
• life and disability insurance
• company 401(k) plan