Workforce Management Analyst

State of Nebraska•Pending Location Assignment (PLA) - no city, NE

About The Position

The State of Nebraska Department of Health and Human Services is seeking a Workforce Management Analyst for the Office of Economic Assistance. This analytical role supports a motivated and enthusiastic workplace and requires independent work with a high level of attention to detail. The analyst supports workforce management for ACCESSNebraska and the Hotline, including development and maintenance of the workforce management system and platform used for forecasting and scheduling. The position is statewide, contingent on available office space, and pays $26.854 per hour as a non-exempt role. The schedule is Monday through Friday, either 8:00 AM–5:00 PM Mountain Time or 9:00 AM–6:00 PM Central Time.

Requirements

Post-high-school coursework, training, or experience in analyzing business processes and system requirements and creating business process applications.
Knowledge of system design and analysis, computers and electronics, basic arithmetic, needs assessment techniques, quality service standards, alternative delivery systems, customer satisfaction evaluation techniques, information requirements analysis, specification development and writing, prototype evaluation, business and organization planning and execution, design techniques and tools, instructional methods, and training techniques.
Skill in facilitation, mathematical and scientific problem-solving, information gathering, communicating between technical and non-technical audiences, logical analysis, identifying problems, testing equipment/software/procedures, reading comprehension, active listening, and reorganizing information to improve problem-solving or task execution.

Nice To Haves

Workforce management experience or prior supervisor experience.
Experience with Calabrio, Cisco (Finesse and Jabber), eGain/eGain Analytics, or similar programs.
Experience in data analysis, business intelligence, capacity planning, IT, forecasting, scheduling, data science, ACD (Automatic Call Distributor), IVR, or other analytical work.

Responsibilities

Review multiple data elements, independently develop staffing strategies, and communicate plans to the customer service center management team.
Perform business analyst duties in developing and maintaining the Workforce Management system for ACCESSNebraska and the Hotline.
Conduct data analysis and prepare contact center performance reports that capture trends and variances.
Develop and maintain the Workforce Management platform used for forecasting and scheduling.
Develop and maintain call flows for the programs’ Interactive Voice Response system.
Analyze real-time queues and adjust resources to meet service levels.
Assist with special projects and other related work as needed.