Role Description

The Workforce Analyst is responsible for forecasting volumes, scheduling staff, monitoring real-time performance, and optimizing workforce utilization to ensure service level targets and operational efficiencies are met. This role plays a critical part in ensuring we have the right resources in place to meet patient needs, achieve service goals, and support a positive patient and employee experience. This role bridges operations, data analysis, and workforce planning to balance call and collection demand with staffing resources.

Key Responsibilities

• Develop short- and long-term workload forecasts based on historical data, call drivers, and business trends
• Create optimized agent schedules and staffing models that meet volume, shrinkage, and productivity assumptions
• Monitor intraday performance and adherence, identifying risks to service levels and recommending adjustments in real time
• Analyze historical call volumes, handle times, absenteeism, and occupancy trends to inform staffing and capacity planning
• Prepare and maintain workforce dashboards and reports that support operational visibility and decision-making
• Collaborate with operations, training, and recruiting teams to provide inputs on hiring, nesting timelines, and class sizes
• Support special projects, such as shift bids, holiday planning, system migrations, phone closures and closure messages
• Maintain data integrity and ensure accurate use of WFM tools and platforms
• Contribute to process improvement initiatives by identifying efficiency opportunities and workflow enhancements
• Stay current on WFM best practices and healthcare call center trends to enhance accuracy and impact
• Adjust forecasts using real-time performance insights
• Ensure adequate coverage across queues, skill sets and channels
• Maintain adherence to labor rules and company policies including tracking ESTA hours
• Recommend real-time adjustments (break changes, overtime, re-skilling)
• Produce daily, weekly and monthly performance reports and analyze Service Levels, AHT, Occupancy, Shrinkage, Adherence and Abandonment Rate
• Support capacity planning and budgeting
• Identify efficiency opportunities through trend analysis
• Any other request from management

Qualifications

• 2–4 years of experience in a workforce planning or analyst role within a call center environment, Amazon Connect experience highly desired
• Strong understanding of forecasting, scheduling, and real-time management principles
• Experience using WFM tools (e.g., NICE, Verint, Genesys, Calabrio, or similar) and analytics platforms
• Advanced Excel skills and comfort with manipulating large datasets
• Familiarity with healthcare call center operations and terminology is preferred
• Bachelor’s degree in Business, Healthcare Administration, Math, or related field preferred

Key Skills & Competencies

• Analytical mindset with strong attention to detail
• Clear communication and cross-functional collaboration
• Ability to work under pressure and manage competing deadlines
• Proactive problem-solving and critical thinking
• Strong organizational and documentation skills
• Commitment to accuracy, service excellence, and continuous improvement