Job Description

Role: Workforce Management Analyst

Location: Pasadena, CA (Hybrid)

Requirements

• Minimum of (2, 3) years in workforce management, contact center support, or sales operations, ideally in a service call center operations or public sector experience
• Proficiency in WFM (e.g., Amazon connect, Genesys, Nice) and strong Excel skills (pivot tables, formulas).
• Knowledge of Q-flow appointment system is desirable
• Power-BI experience is desirable
• Strong forecasting, capacity planning, and real-time monitoring capabilities in a multi-channel & multi-sites
• Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc.
• Ability to interpret data, identify issues, and recommend actionable improvements
• Excellent communication skills with the ability to explain data insights to diverse stakeholders
• Collaborative, organized, and adaptable in a fast-paced, high-volume environment
• Demonstrated ability to establish and maintain effective working relationships with personnel at all levels and across departments
• Expertise in emerging practices and technologies for workforce planning, scheduling, and forecasting
• Ability to troubleshoot a variety of matters and holding yourself accountable
• Strong organizational and time management skills with the ability to prioritize effectively
• Excellent problem-solving, task prioritization, follow-up, and quick learning skill

Day to Day

The Workforce Management Analyst is responsible for forecasting, scheduling, and real time monitoring to ensure the Member Services Call Center is adequately staffed to meet service and performance targets. This role supports resource planning during critical periods like March Madness, planning hybrid work-schedules and provides key insights to optimize efficiency and agent experience. Collaborate with Member Services and Benefits management team to obtain all the necessary information to adequately support planning, forecasting and facilitate decision making

Compensation:

$115,000 per year annual salary - Depending on experience

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role include: Benefit packages for this role may include healthcare insurance offerings and paid leave as provided by applicable law

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