Management Analyst 4

State of Washington•Multiple Locations Statewide, WA

3d•Remote

About The Position

This position is designated for fulltime telework work within Washington State. The ideal candidate is a highly analytical, strategic and collaborative professional who can translate complex operational data into actionable recommendations, improve contact center performance, and effectively advise leadership on resource planning, processes, and organizational priorities. The Leave and Care Operations Team is a best-in-class customer support organization. In support of the Employment Security Department’s Vision and Mission, the Leave and Care Operations Team provides people-centered, accessible services to benefit workers and employers, so Washingtonians can take time to care for themselves and the people they love. The program impacts nearly 200,000 Washington businesses and an estimated that up to 2/3 of Washingtonians will have an event that results in them being eligible for Paid Family and Medical Leave and WA Cares services. The Leave and Care Resource Coordinator reports to a Leave and Care Customer Logistics Manager and provides expert level analyses to Operations management and staff regarding the highest level of customer service with the greatest efficiency by optimum use of staff resources. This position provides coordination/scheduling of staff resources, troubleshooting, and ongoing statistical research, reporting, and forecasting.

Requirements

Option 1: Eight (8) years of equivalent education/experience. Experience includes conducting research and analyzing policies, laws, rules or regulations.
Option 2: Associate’s degree in business administration, public administration, law, public health, health administration, or a related field and Six (6) years of experience conducting research and analyzing policies, laws, rules or regulations.
Option 3: Bachelor’s degree in business administration, public administration, law, public health, health administration, or a related field and Four (4) years of experience conducting research and analyzing policies, laws, rules, or regulations.
Option 4: Comparable combination of graduate education and experience.
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.
Analytical Skills: Ability to evaluate complex business or technology needs.
Strategic Planning Skills: Proficiency in diagnosing operational challenges
Strategic Thinking Expertise: Ability to contribute to long-term organizational strategies.
Collaboration Skills: Proficiency in aligning departmental priorities with executive goals.
Communication Expertise: Ability to present research findings persuasively.
Versatility: Ability to manage diverse responsibilities effectively.
Organizational Skills: Ability to manage and integrate business activities effectively.
Must be able to pass an Unemployment Insurance (UI) and Paid Family Medical and Leave (PFML) claim and fraud check.

Responsibilities

Analyze operational data to identify trends, evaluate performance data, and develop clear recommendations for leadership.
Develop reports and visualizations that translate complex contact center data into meaningful management information.
Optimize workforce resources through staff scheduling, forecasting, workload monitoring, and analysis of staffing needs.
Serve as a subject-matter expert on contact center operations, performance measures, telephony scheduling, and data validation.
Lead process improvement and projects by coordinating research, planning, implementation, and cross functional activities.
Support policy and operational alignment by evaluating processes, advising management, and ensuring practices support organizational requirements and priorities.