Sr. Analyst Workforce Planning Capacity

Point32Health • Canton, MA

1d • Remote

About The Position

The Sr Analyst Workforce Planning Capacity tackles complex business challenges by analyzing workforce data and provides actionable insights. The individual leverages the Verint Workforce Management tool that is key to optimize resource allocation and support Member and Provider Services. This role collaborates with senior leaders, facilitating workgroups, and offering strategic recommendations to enhance operational performance and improve the overall member experience.

Requirements

• Bachelor's degree in business, healthcare, or a related field (or equivalent experience).
• 5-7 years of experience in Workforce Management, including experience with Workforce Management technology.
• Strong initiative and a self-starter mindset with the ability to work independently.
• Ability to analyze complex data and translate insights into actionable recommendations.
• Excellent verbal and written communication skills, including experience presenting to executive leadership.
• Collaborative mindset with the ability to lead cross-functional teams and build strong relationships.
• Comfortable with change, innovation, and risk-taking.
• Ability to prioritize between urgent and important tasks in a fast-paced environment.
• Experience with Verint Workforce Management tool or other WFM technologies.
• Strong analytical, problem-solving, and decision-making abilities.
• High level of experience with (Excel, SQL, or other data tools).
• Familiarity with call center operations and service center technologies.
• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• May be required to work additional hours beyond standard work schedule.

Responsibilities

• Develops short- and long-term forecasts for various contact channels, including inbound calls, emails, faxes, chats, written correspondence, and back-office functions.
• Maintains staffing models to meet service level objectives and optimize resource allocation.
• Collaborates with IT Call Center Technology Operations to refine call routing, call flow, and IVR strategies.
• Adjust real-time workforce plans to ensure maximum resource utilization.
• Communicates staffing and training needs to ensure alignment with service goals.
• Manages the architecture of workforce management tools, including staff alignment, vacancy management, and system integrations.
• Provides actionable reporting and insights to guide leadership decisions on performance and resource utilization.
• Serves as the liaison to IT, offering 24/7 afterhours support during critical outages affecting service operations.
• Leads cross-functional teams and coordinate with external vendors to solve complex service and operational challenges.
• Uses data analysis to drive process improvements and make strategic recommendations.
• Builds strong partnerships with internal business units and leadership teams across Service and Operations.
• Supports the development of strategic objectives and tactical plans for the division.
• Other duties as needed to support team success.

Benefits

• Medical, dental and vision coverage
• Retirement plans
• Paid time off
• Employer-paid life and disability insurance with additional buy-up coverage options
• Tuition program
• Well-being benefits
• Full suite of benefits to support career development, individual & family health, and financial health

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees