Workforce Analyst jobs in the United States

Job Summary

Homeland is partnering with a global leader in healthcare technology to find a skilled and service-oriented Workforce Analyst. In this role, you’ll optimize resources and manage real-time and intraday workforce planning to meet customer needs across multi-site, multi-SLA, 7-day operations. You will play a crucial part in ensuring efficient staffing, adherence to forecasts, and exceptional service delivery.

The key responsibilities include monitoring staffing levels, handling front and back-office operations (phone, chat, email), and implementing best practices for consistency and data-driven decision-making. The ideal candidate is organized, adaptable, and has experience in workforce management and customer service. This role offers a chance to contribute to a world-class healthcare organization while improving operational efficiency and customer satisfaction.

Responsibilities

• Collaborate with the Workforce Manager to enhance call center planning and staffing processes, ensuring improved workforce optimization
• Use workforce management tools to monitor call volume, analyze workload, and maintain accurate staffing models
• Communicate adjustments to workforce requirements based on dynamic forecasts, re-forecasting as needed to meet service level objectives
• Oversee intra-day staffing and service performance, managing real-time workload and call routing to ensure adherence to service level agreements (SLAs)
• Develop, implement, and regularly update strategies to address staffing challenges and adjustments
• Coordinate staffing allocations and ensure the availability of call center staff to achieve service targets, including compliance with state-mandated SLAs
• Monitor and improve key performance metrics such as Average Handle Time (AHT), First Call Resolution (FCR), Service Level Agreement (SLA) adherence, Average Speed of Answer (ASA), and Abandon Rates
• Maintain attendance tracking, identify trends in planned and unplanned absences, and address excessive leave or unbalanced workloads
• Use Excel and workforce management software to document and manage time-off requests and unplanned leave, reporting issues as necessary
• Collaborate with HR and management to validate leave entries, resolve discrepancies, and communicate with employees for clarification
• Support payroll processes by verifying timecard accuracy, addressing discrepancies, and ensuring policy compliance
• Assist with scheduling team meetings, training initiatives, and operational activities
• Run and analyze workforce reports, making recommendations to optimize staffing levels and productivity
• Monitor agent performance dashboards to ensure productivity and take necessary actions
• Educate call center staff on workforce management practices, adherence tools, and workforce planning principles
• Leverage analytics tools, such as Amazon Connect, to conduct regular data analysis and identify opportunities for workforce optimization and technical operation improvements

Requirements

• 3 years as a Workforce Analyst required
• Background in mathematics or data analytics preferred
• Skilled in workforce management tools like Alvaria Aspect, AWS Amazon Connect, Tableau, Salesforce Service Cloud, Excel, and Jira
• Strong analytical and problem-solving abilities, with exceptional attention to detail
• Exceptional analytical skills to identify trends, patterns, and actionable insights
• Excellent organizational skills with the ability to manage priorities and workflows effectively
• Proven interpersonal, collaboration, and relationship-building skills
• Passionate about delivering value to customers and providing outstanding customer service
• Enthusiastic, team-oriented, and driven to succeed
• Excellent verbal and written communication skills
• Willingness to travel up to 10%, including overnight stays

Benefits

Employees are offered a generous benefit package which includes Medical, Dental, Vision, 401K, Disability, HSA, PTO and more!

Summary

Apply today!

EEO Notice

Homeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.