Management Analyst Senior

Arizona Department of Administration•Phoenix, AZ

1d•Onsite

About The Position

The Arizona Department of Child Safety (DCS) is seeking a Management Analyst Senior to provide leadership and analytical expertise for the Arizona Child Abuse Hotline, a critical 24/7 operation that serves as the gateway to child protection services statewide. Reporting directly to the Hotline Administrator, this position plays a key leadership role in evaluating, planning, and enhancing Hotline operations. The successful candidate will oversee workforce management functions, analyze performance trends, develop strategic recommendations, and collaborate across multiple disciplines to ensure efficient service delivery. This position supervises staff and contributes directly to the Hotline’s mission of protecting Arizona’s most vulnerable children.

Requirements

Workforce management principles, forecasting methodologies, and operational planning.
Call center operations, performance metrics, and service-level management.
Data analysis, reporting tools, and process improvement methodologies.
Organizational operations, resource management, and performance evaluation techniques.
Strong leadership and supervisory skills that motivate and engage teams.
Advanced analytical and critical-thinking abilities.
Exceptional verbal and written communication skills.
Effective problem-solving and decision-making capabilities.
Time management and organizational skills with the ability to manage multiple priorities.
Customer service and stakeholder engagement skills.
Conflict resolution and relationship-building skills.
Think strategically and develop long-term operational solutions.
Interpret complex data and translate findings into actionable recommendations.
Adapt quickly to changing priorities and operational demands.
Exercise sound judgment and make confident decisions.
Build collaborative relationships across diverse stakeholder groups.
Maintain a high level of accuracy and attention to detail.
Foster a positive and productive work environment.
Must be able to secure and maintain clearance through the DCS Central Registry.
Employment is contingent upon successfully completing all background and reference checks required by the Department.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

Supervisory experience, preferably within a call center environment.
Experience in workforce management, operational analytics, or contact center performance management.
Experience developing executive-level reports, dashboards, and performance metrics.

Responsibilities

Lead Workforce Management (WFM) operations, including staffing forecasts, scheduling strategies, resource allocation, and performance optimization.
Analyze call volume patterns, workload distribution, and operational trends to ensure appropriate staffing levels and service delivery standards are maintained.
Monitor and evaluate key performance indicators (KPIs), including call volume, wait times, abandonment rates, and service levels.
Develop executive-level reports, dashboards, and presentations that support strategic decision-making and operational improvement initiatives.
Identify operational risks and opportunities for process enhancements and implement data-driven recommendations.
Supervise and provide guidance to administrative support personnel, ensuring accountability and alignment with organizational priorities.
Partner with Human Resources on workforce planning, recruitment, hiring activities, and staffing initiatives.
Collaborate with Information Technology teams to maintain system reliability, resolve service-impacting issues, and evaluate technology enhancements.
Serve as a liaison with building and facility management to support a safe, functional, and productive work environment.
Support organizational objectives through cross-functional collaboration, performance management, and continuous improvement efforts.