Workforce Management Analyst

PacificSource Health Plans

1d•$50,831 - $81,329•Hybrid

About The Position

PacificSource is seeking a Workforce Management Analyst to optimize staffing, scheduling, and real-time contact center performance to meet service level and efficiency goals. This role acts as the organization’s “mission control,” forecasting call volumes, monitoring intraday activity, ensuring adherence, and providing timely insights and issue-resolution support. The analyst will adjust to real-time demand to maintain operational effectiveness and customer satisfaction, helping members access quality, affordable care.

Requirements

Minimum of 2 years of real-time workforce management experience in a multi-channel contact center (voice, chat, text), including queue monitoring, adherence management, intraday reporting, and supporting operations in managing service level risks.
Hands-on experience with WFM/ACD platforms such as Five9, NICE, Genesys, Calabrio, or similar systems.
Experience identifying performance risks proactively and taking corrective action to maintain service level targets required.
High school diploma or equivalent required.
Strong understanding of contact center KPIs (AHT, ASA, service level, shrinkage, adherence, occupancy, call arrival patterns) and their application in real time decision making.
Knowledge of Workforce Management disciplines including forecasting, scheduling, intraday management, and multi skill/multi channel operations.
Proficiency with WFM/ACD platforms (e.g., Five9, NICE, Genesys, Calabrio), call routing concepts, and general call center technologies.
Skill in data analysis and visualization, with familiarity using BI tools such as Power BI or Tableau for real time reporting.
Strong technical proficiency with Microsoft Excel, Access, SQL, and other analytical tools.
Excellent communication, interpersonal, organizational, and multitasking abilities, with the capability to work independently and under pressure.
Stoop and bend.
Sit and/or stand for extended periods of time while performing core job functions.
Repetitive motions to include typing, sorting and filing.
Light lifting and carrying of files and business materials.
Ability to read and comprehend both written and spoken English.
Communicate clearly and effectively.

Nice To Haves

Bachelor’s degree in business administration, Statistics, Mathematics, Healthcare Operations, or related field preferred.

Responsibilities

Analyze historical trends to develop short- and long-term forecasts across all channels and align staffing plans with business goals.
Create and manage agent schedules (shifts, breaks, lunches, training, meetings, time-off) while maintaining agent profiles, scheduling rules, and system configuration in WFM platforms.
Monitor real-time volume, queue health, service levels, agent states, and schedule adherence, taking immediate action to resolve spikes, dips, absenteeism, or performance deviations.
Automate forecasting, scheduling and reporting processes using Excel, SQL, or VBA.
Execute intraday schedule adjustments (moving breaks/lunches, reallocating shrinkage, rescheduling meetings) and modify staffing, routing, skilling or workload distribution to match demand.
Identify, escalate, and resolve intraday risks, system issues, anomalies, or outages in partnership with IT/Telecom teams.
Produce daily, weekly, and monthly KPI reporting (service level, occupancy, shrinkage, cost per call) and deliver intraday updates on volume, adherence, absenteeism, and arrival patterns.
Conduct root cause analysis for forecast variances and performance deviations, documenting incidents, outages, and intraday actions for continuous improvement.
Present actionable insights and recommendations to leadership to improve operational efficiency and customer experience.
Serve as the central communication point for intraday updates, staffing risks, system issues, queue performance and volume anomalies.
Partner with Operations, HR, Quality, Training, IT and WFM teams to resolve issues impacting service levels and customer experience.
Communicate staffing changes and performance updates effectively.
Participate in operational reviews and strategic planning meetings.
Administer and utilize WFM/ACD platforms (e.g., Five9, NICE, Genesys, Calabrio) for forecasting, scheduling, adherence monitoring, routing, skilling, and intraday adjustments.
Maintain knowledge of WFM best practices, call routing logic, and multichannel contact center operations.
Meet department and company performance and attendance expectations.
Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
Support company philosophy.
Perform other duties as assigned.