The Medicaid Call Center Workforce Analyst role is designed to enable associates to work virtually full-time, with the exception of required in-person training sessions. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development. The Workforce Management Analyst monitors call volume demand in real time and flexes workforce accordingly to achieve optimal call center service levels. Responsibilities include monitoring call volume, AHT, occupancy, and shrinkage in real time, adjusting schedules, and ensuring consistent service is maintained.