Business Analyst - Workforce Management

Central Hudson Gas & Electric•Poughkeepsie, NY

21h

About The Position

A Workforce Business Analyst partners with operations and leadership teams to analyze workforce data and optimize staffing strategies. This role focuses on improving efficiency in capacity planning, scheduling, and overall performance. By conducting data analysis and applying Workforce Management (WFM) practices, the analyst provides actionable insights that support service level goals, cost control, and informed strategic decision-making within a contact center environment.

Requirements

Bachelor’s degree in Business Administration, Finance, Business Analytics, Operations Management, Information Systems, or related field and some work experience as a business analyst, operations analyst or workforce management analyst.
In lieu of a bachelors degree, an associates degree in Business Administration, Finance, Business Analytics, Operations Management, Information Systems, or related field and 3 years of work experience as a business analyst, operations analyst or workforce management analyst.
In lieu of an associates degree, a high school diploma or equivalency and 5 years of work experience in business analyst, operations analyst or workforce management analyst.
Strong analytical skills with proficiency in Excel, SQL, and data visualization tools (e.g., Power BI, Tableau).
Excellent communication and presentation skills.
Ability to manage multiple priorities in a fast-paced environment.
Valid driver’s license

Nice To Haves

Experience in contact center or service operations including but not limited to: Workforce Management (WFM), Forecasting & Capacity Planning, Scheduling Optimization
Experience with Workforce Management platforms is a plus (NICE WFM, Verint, Aspect/Alvaria, Genesys, Power Query)
Knowledge of labor laws and scheduling compliance.
Familiarity with automation and AI tools in workforce optimization.

Responsibilities

Analyzes and interprets workforce data including headcount, productivity, shrinkage, attrition, and service levels
Supports capacity planning, scheduling, forecasting and scenario modeling to ensure optimal staffing levels and performance
Translates business needs into workforce dashboards, reports and forecasting models to support data driven decision making
Identifies trends, risks, and opportunities impacting workforce performance and presents them to management in clear and actionable formats
Builds and maintains KPI reporting (daily, weekly, monthly)
Evaluates current workforce processes and recommends enhancements to improve efficiency, service delivery and customer experience
Approves, denies and updates time off requests, schedule updates, etc
Leads and supports the implementation of strategic technology initiatives—such as Call Sense AI, OSCC (Mitel), and OmniChannel evolution—focused on enhancing customer experience and driving operational efficiency through cost reduction.
Drives standardization and optimization of OSCC queue management processes, while supporting supervisor reporting and real-time performance monitoring to enhance operational visibility and decision-making.
Provides support for storm restoration efforts