Workforce Analyst

HopeLink Behavioral Health•Oakton, VA

2d•Remote

About The Position

For over 60 years, HopeLink Behavioral Health (formerly PRS) has been a beacon of support for individuals and families facing behavioral health challenges and life crises. We envision a world where hope is accessible to all. Through high-quality mental health services, crisis intervention, and suicide prevention, we foster an inclusive community where everyone can achieve well-being and a sense of belonging. SUMMARY STATEMENT OF POSITION: The Workforce Analyst supports the Crisis Services program by ensuring adequate staffing and workforce readiness through real-time monitoring, data analysis, and workforce planning. This role is responsible for reviewing and reporting attendance trends, schedule adherence, and staff availability, and plays a key role in supporting service continuity across multiple shifts. The Workforce Analyst is a critical resource in maintaining operational efficiency, ensuring that schedule changes, leave requests, and staffing shortages are tracked, documented, and escalated appropriately.

Requirements

Accountability and follow-through
Data-driven decision-making
Problem-solving and adaptability
Clear and timely communication
Service-oriented mindset
Bachelor's degree preferred. In lieu of a Bachelor's, 2+ years of experience in a call center environment, with experience in workforce management, ACD, IVR, and WFM systems.
1-2 years of experience in scheduling, workforce management, and analysis, or administrative coordination.
Strong attention to detail, organizational skills, and ability to handle confidential information.
Proficient in Excel and scheduling platforms.
Strong written and verbal communication skills.

Responsibilities

Workforce Monitoring & Reporting Monitor daily attendance, schedule adherence, and shift coverage across the Crisis Services workforce.
Track and report patterns in attendance, including call-outs, tardiness, early departures, and no-shows.
Generate and maintain weekly and monthly workforce reports for internal review by leadership.
Leave & Schedule Requests Review and process employee leave requests and schedule change requests in accordance with agency policies.
Coordinate with Supervisors and the Workforce Manager to assess staffing impact and approve or escalate leave requests as needed.
Maintain up-to-date records of time-off balances, shift swaps, and other scheduling adjustments.
Staffing Coordination Identify and report staffing shortages or schedule gaps in real time and recommend coverage solutions.
Collaborate with leadership to support proactive staffing planning, especially during high-volume periods or known gaps (e.g., holidays, weekends).
Communication & Documentation Notify Supervisors of attendance concerns, shift deviations, or patterns requiring follow-up.
Document all communications and workforce changes accurately in relevant workforce management systems.
Ensure confidentiality and compliance with HR and organizational policies.