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Job Description

We are looking for a detail-oriented and analytical Workforce Analyst to support forecasting, scheduling, and performance optimization within a newly launched healthcare call center. 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. The ideal candidate is comfortable with data, tools, and fast-paced environments, and brings a proactive approach to solving workforce challenges.

Key Responsibilities

Assist in building accurate short- and long-term forecasts based on historical data, call drivers, and business trends

Support the development of 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 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, and system migrations

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

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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Skills and Requirements

24 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 Amazon Connect

Advanced Excel skills and comfort with manipulating large datasets

Familiarity with healthcare call center operations and terminology is preferred

Bachelors degree in Business, Healthcare Administration, Math, or related field preferred null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].