Sr. Workforce Management Analyst

As a Capacity Planner, you will grow and develop as you conduct and manage outcomes of various studies. You will be challenged to analyze, review, and forecast data for operational and business planning. As part of this elite team, you will be empowered to impact the health care system through the analysis and interpretation of data and presenting recommendations for business solutions.

Responsibilities:

Compile, analyze, review, forecast, and trend complex data

Present analysis and interpretation for operational and business review and planning

Support short and long term operational / strategic business activities through analysis

Develop recommended business solutions through research and analysis of data and business process and implement when appropriate

Support ad hoc operational/strategic business activities through analysis and reporting

Review and report on key operational metrics including volume, average handle time, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time

Perform other job-related work as assigned

Required Qualifications:

• 3+ years Capacity Planning/Forecasting and Model Building experience, Data Analysis, Financial Analysis/Planning in a BPO setting
• Experience in using WFM tools: IEX, Genesys, CX1 and Amazon Connect
• 4+ years of Workforce Management (WFM) experience supporting Call Centers or Back Office (investigation/transactional) operations,

Please refer to job description.