Workforce Management Analyst II

L.A. Care Health Plan•Los Angeles, CA

7d•$60,778 - $91,166

About The Position

The Workforce Management (WFM) Analyst II supports the operations by forecasting workload, planning staffing, creating schedules, and monitoring real-time performance of contact center and back-office production queues to ensure service level goals are met. This position uses data analysis, workforce tools, and cross-team collaboration to optimize resource allocation and enhance customer experience.

Requirements

At least 2 years of workforce management experience in a contact center environment.
Extensive experience with forecasting and scheduling activities.
Demonstrated experience finding multiple solutions to complex problems.
Strong experience and understanding of staffing, work queues, and performance measurements.
Knowledge of WFM tools. Ability to interpret WFM data to assist with determining staffing needs.
Strong analytical and problem-solving skills.
Strong attention to detail and accuracy skills.
Ability to learn new systems quickly with minimal support.
Proficient skills in Excel (formulas and pivot tables).
Proven ability to meet goals and deadlines.
Ability to manage multiple priorities and tasks in a fast-paced environment.
Associate's Degree. In lieu of degree, equivalent education and/or experience may be considered.

Nice To Haves

Bachelor's Degree

Responsibilities

Analyzes historical workload data to develop short-, mid-, and long-term volume forecasts. Builds staffing models to identify required headcount based on service levels and department specific targets. Tracks forecast accuracy and recommends adjustments to improve planning precision.
Creates schedules aligned with forecasted volumes. Manages schedule changes, shift bids, rotations, Personal Time Off (PTO) allocations, and offline scheduled activities. Ensures optimal staffing coverage to balance service quality and cost efficiency.
Monitors real-time workload queue performance and staffing levels. Recommends and executes intraday actions to maintain service targets. Communicates operational impacts and escalations to department leadership.
Prepares daily/weekly/monthly productivity and performance reports. Identifies trends and provides analysis to support process improvements and operational decisions. Conducts root-cause analysis for service level misses or staffing issues.
Maintains WFM systems, ensuring accurate configuration and data integrity. Improves workflows through automation, reporting enhancements, and best practices. Supports new initiatives, product launches, and volume-impacting changes with data-driven insights.
Supports skilling activities to respond to real-time workload queue conditions.
Uses established guidelines, process exception requests as submitted by contact center agents and supervisors within the assigned timelines. Processes exceptions to schedules to support training, coaching and meeting requests while ensuring that there is adequate coverage for all contact center channels.
Performs other duties as assigned.