WORKFORCE ANALYST

Job Purpose

The Workforce Analyst is responsible for overseeing attendance policy adherence, real-time efficiency, and schedule management while providing timely reports, workload projections, and performance trend analysis. It supports both offshore and onshore teams through consistent reporting, tracker maintenance, and regular communication to ensure operational needs are clearly conveyed to leadership. The position requires strong independence, adherence to policies and procedures, and a commitment to enhancing the overall customer and employee experience.

Duties & Responsibilities

• Directly report to the Workforce director
• Manage attendance policy adherence (absenteeism report) and real-time efficiency which is to do real time monitoring (aux callouts / queue management)
• Provides schedule adjustments, interval reports and off phone schedules
• Responsible for reviewing volume and AHT (weekly and monthly) trends
• Responsible for reviewing and ensuring timely dissemination of weekly workload projections and targets
• Offshore reporting needs which will require creating trackers and maintaining existing daily reports. Actively and consistently support all efforts to simplify and enhance the customer experience.
• Establish weekly meeting cadence Offshore & Onshore counterparts
• Act as a liaison between operations and support teams to ensure all needs are effectively communicated with leadership team
• Work independently under minimal supervision
• Understand and comply with all policies, procedures, and regulations relating to job duties
• Other duties as assigned
• Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
• Understand and comply with Information Security and HIPAA policies and procedures at all times
• Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties
  
  

• Experience in Individual Contributor set-up & Dynamic Organization structure
• Strong personality with leadership skills
• Logical and strategic
• Knowledge of Capacity Planning, Forecasting and Scheduling and Real Time Management
• Expert proficiency in Power BI l Automation
• Knowledgeable in Google Sheet is a plus
• Proficiency in Microsoft Office Suite with expert knowledge working in Excel
• Strong interpersonal skills, ability to communicate well at all levels of the organization
• Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
• High level of integrity and dependability with a strong sense of urgency and results oriented
• Excellent written and verbal communication skills required
• Gracious and welcoming personality for customer service interaction
  
  

• Must be willing to work onsite
• Must possess a smart-phone or electronic device capable of downloading applications, for multifactor authentication and security purposes.
• Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
• Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
• Work Environment: The noise level in the work environment is usually minimal.