Workforce Analyst Jobs

About The Position

Requirements

• 3-5 years of experience in claims operations, contact center operations, workforce management, scheduling, reporting, business systems support, or a related operational support role.
• Working knowledge of contact center metrics such as service level, abandon rate, average handle time, occupancy, adherence, shrinkage, and forecast accuracy.
• Ability to predict call and chat volumes and convert those metrics into staffing requirements
• Strong analytical skills with the ability to review data, identify trends, determine operational impact, and communicate clear recommendations.
• Proficiency with Microsoft Excel and reporting tools; experience with dashboards, workforce management systems, or data visualization tools is a plus.
• Strong communication, organization, documentation, follow-up, and problem-solving skills.
• Ability to manage competing priorities, respond quickly to business needs, and work independently with accuracy and professionalism.

Nice To Haves

• Experience supporting or administering CCaaS, telephony, call center, or workforce management platforms such as RingCentral, DialPad, Five9, Genesys, NICE, Verint, or similar systems preferred.

Responsibilities

• Monitor real-time contact center performance, including service levels, call volume, abandon rates, and staffing coverage.
• Work with leadership team to manage intraday staffing variances when call or chat volume spikes, absenteeism occurs, or operation
• Maintain accurate schedules, staffing plans, and workforce updates to support service level goals.
• Develop and maintain staffing forecasts using historical trends, business needs, shrinkage, and operational assumptions.
• Prepare monthly and ad hoc reports with clear insights, variance explanations, and actionable recommendations for leadership.
• Administer and support CCaaS platforms, including IVR configurations, call routing, queues, user setup, and system settings.
• Serve as a primary point of contact for contact center technology issues, including ticket submission, triage, escalation, follow-up, and resolution tracking.
• Partner with Claims leadership, IT, vendors, and internal stakeholders to support system updates, testing, implementations, and process improvements.
• Identify recurring trends, scheduling challenges, technology issues, and process gaps; recommend practical solutions that improve efficiency and customer experience.

Benefits

• The opportunity to make a meaningful impact on department performance by improving staffing visibility, system reliability, operational efficiency, and the overall customer and employee experience.