Workforce Business Analyst I

Curana Health, Inc.•Remote,

About The Position

Curana Health is seeking a Workforce Business Analyst I to support workforce planning, contact center operations, and telephony platform performance across a growing healthcare organization. This role combines workforce management, operational analytics, telephony support, and contact center optimization to help drive efficient operations and high-quality service delivery. The Workforce Business Analyst I will support workforce forecasting, scheduling, queue management, capacity planning, and service level monitoring while assisting with the day-to-day administration and performance of contact center technologies. This individual will analyze operational and telephony data, monitor workforce utilization, investigate call-related issues, and provide actionable insights that support business performance across multiple lines of business. The ideal candidate is comfortable working with data, troubleshooting operational and telephony issues, supporting workforce management functions, and collaborating with cross-functional teams to solve business challenges. Success in this role requires strong analytical and problem-solving skills, technical aptitude, attention to detail, and the ability to thrive in a fast-paced environment. This position supports a 24/7 healthcare contact center environment and requires participation in an on-call rotation, including occasional evening, overnight, weekend, and holiday coverage. As Curana Health continues to grow, this role offers opportunities to expand expertise in workforce optimization, contact center technologies, telephony administration, and operational process improvement.

Requirements

High school diploma or equivalent required; associate's or bachelor's degree in Business, Mathematics, Analytics, Information Systems, Operations Management, or a related field preferred.
1-3 years of experience in workforce management, workforce analytics, contact center operations, or a related business analyst role.
Hands-on experience with Genesys Cloud required; experience with other contact center telephony platforms such as Avaya, Cisco, Five9, NICE, or Genesys On-Premises may also be considered.
Experience with workforce scheduling, forecasting, capacity planning, queue management, and service level monitoring.
Experience pulling, analyzing, and interpreting contact center metrics, telephony analytics, and operational performance reports.
Strong proficiency in Microsoft Excel and Microsoft Office Suite, including data analysis, reporting, pivot tables, and trend identification.
Experience monitoring call queues, agent utilization, and workforce performance to support operational efficiency and service level attainment.
Ability to troubleshoot telephony platforms, workforce management systems, and related contact center technologies.
Strong analytical, critical-thinking, and problem-solving skills with the ability to make data-driven recommendations.
Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Strong verbal and written communication skills with the ability to effectively collaborate with stakeholders across the organization.
Ability to adapt to changing priorities, handle pressure, and thrive in a dynamic contact center environment.
Availability to participate in night, weekend, holiday, and after-hours on-call rotations is required.
Flexibility to respond to workforce management, telephony platform, and operational issues outside of standard business hours as needed.

Nice To Haves

Experience with Workforce Management (WFM), Workforce Optimization (WFO), and Real-Time Adherence (RTA) tools and methodologies.
Experience supporting multi-site or multi-line-of-business contact center operations.
Experience reviewing call recordings, tickets, and contact center data to identify trends and process improvement opportunities.
Healthcare, patient services, scheduling, or healthcare contact center experience.
Experience supporting workforce planning, staffing optimization, and operational performance improvement initiatives.

Responsibilities

Manage and maintain contact center workforce operations, ensuring appropriate staffing levels, queue assignments, and schedule alignment to support service level goals.
Develop workforce forecasts, staffing plans, schedules, and capacity models to optimize operational performance and resource utilization.
Monitor call volume, queue performance, service levels, agent productivity, and workforce adherence to identify risks and recommend solutions.
Administer and support contact center telephony platforms, including system monitoring, troubleshooting, and ongoing optimization.
Analyze contact center metrics, telephony data, and operational reports to identify trends, measure performance, and provide actionable recommendations.
Generate and distribute workforce, operational, and telephony analytics reports to support business decision-making across multiple lines of business.
Investigate call-related incidents, service concerns, missed calls, voicemail issues, and other operational tickets by reviewing system data, call records, and platform analytics.
Manage queue configurations and workforce assignments to ensure calls are routed efficiently and customer service objectives are met.
Collaborate with operational leaders, technical teams, and cross-functional stakeholders to improve contact center performance, efficiency, and customer experience.
Support implementation of new technologies, workflow enhancements, system upgrades, and telephony-related initiatives.
Assist with workforce planning, staffing optimization, and operational coverage strategies.
Support mergers, acquisitions, system migrations, and organizational growth initiatives as needed.
Maintain workforce management and scheduling systems to ensure data accuracy and operational effectiveness.
Respond to operational and telephony-related issues and provide data-driven findings and recommendations.
Participate in an on-call rotation supporting a 24/7 contact center environment.
Continuously develop expertise in workforce management, contact center technologies, telephony platforms, and operational best practices.