Healthfirst Workforce Management Analyst in Lake Mary, Florida


The Workforce Management Analyst is the subject matter expert for Call Center Operations related analytical projects and as such is responsible for developing short and long-term forecasts, identifying forecast trends, and developing and producing reports. The individual in this role exhibits full knowledge of Workforce Management tools and processes to provide the most successful solutions for planning and scheduling, producing schedules and maintaining the Workforce software.

  • Create, update and adjust monthly, weekly, daily and half-hourly forecast of staffing requirements based on historical call trends, seasonal variations and business growth objectives.

  • Create and maintain staffing models for staff and budget planning.

  • Partner with other internal teams (marketing, finance, business leadership) to understand the key drivers of call volume and incorporate into forecasting and scheduling.

  • Oversee and maintain the Workforce Management Platforms utilized for forecasting and scheduling.

  • Provide clear communication of the forecasted workload, changes, assumptions, inputs, etc. for each call center Line of Business (LOB).

  • Lead in the effort of building schedules that support multi-site, multi-skilled contact centers in a way that optimizes productivity, performance and customer experience.

  • Review adherence performance and make recommendations for improvement.

  • Maintain time off allotments and process request.

  • Conduct root cause analysis to proactively identify and recommend solutions to the Operations team through schedule/break optimization.

  • Conduct data analysis to prepare call center performance reports that capture trends and variances.

  • Seek occasional guidance while working under moderate supervision from Team Leads, Management, SME’s, etc.

  • Contribute to and occasionally lead small work groups, process teams, and focus groups.

  • Manage the incentive process for the department working closely with Operations team and Finance team.

Minimum Qualifications:

  • High school diploma or GED from an accredited institution

  • Working experience with call center Workforce Management software, such as Verint (Impact 360), Genesys or IEX, in forecasting and/or scheduling capacity.

  • Working experience using analytical and problem solving skills. Proven experience analyzing, interpreting and summarizing complex data as it relates to call center operation and technologies.

  • Experience presenting reports, forecasts, trends and recommendations to the team and senior management in a clear, concise and actionable manner.

  • Intermediate working experience with Microsoft Excel utilizing formulas, v-Lookups, and pivot tables.

  • Working experience with planning models to include forecasting and staffing models.

Preferred Qualifications:

  • Bachelor’s degree from an accredited institution

  • Experience working in a rapidly changing environment

  • Skill in using computer software applications such as Microsoft Office, SAS, SQL or Crystal Reporting.

  • History of solving problems with some guidance by subject matter experts, management, general organization objectives, policies, and goals.

  • Knowledge of and prior experience with customer facing and project coordination methods preferred.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

If you have a disability under the Americans with Disability Act or a similar law, and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.

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