Business Analyst - Workforce

Central Hudson-posted 13 days ago
Full-time • Mid Level
City of Poughkeepsie, NY
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What is a Business Analyst- Workforce? The Business Analyst- Workforce is responsible for analyzing Contact Center workforce data, identifying trends, and providing strategic insights that support operational planning, staffing optimization and talent management. This role bridges business operations and data analytics to ensure the organization effectively aligns its workforce strategies with business goals.

  • Collects, analyzes, and interprets workforce data including staffing levels, scheduling, productivity, and performance metrics
  • Develops and maintains workforce dashboards, reports, and forecasting models to support data driven decision-making
  • Supports workforce planning processes to support short- and long-term forecasting models
  • Assists in capacity planning, scheduling and scenario modeling to ensure optimal staffing levels and performance.
  • Evaluates current workforce processes and recommend enhancements to improve efficiency, service delivery and customer experience.
  • Prepares and presents analytical findings to management in clear and actionable formats.
  • 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
  • Bachelor’s degree in Business Administration, Finance, Business Analytics, Data Analytics, Computer Science, Information Systems, Engineering, STEM, or related field and work experience as a business analyst or workforce management analyst.
  • In lieu of a bachelors degree, an associates degree in Business Administration, Finance, Business Analytics, Data Analytics, Computer Science, Information Systems, Engineering, STEM, or related field and 3 years of work experience as a business 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 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
  • Experience in contact center or service operations.
  • Experience with workforce management platforms is a plus.
  • Knowledge of labor laws and scheduling compliance.
  • Familiarity with automation and AI tools in workforce optimization.
  • Competitive compensation
  • Medical, dental, and vision insurance
  • 401(k) retirement savings plan with substantial company match
  • Life and travel insurance
  • Tuition assistance
  • Wellness reimbursement program
  • Paid holidays and vacation
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