Workforce Management Analyst

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes - making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Acentra Health is looking for a Workforce Management Analyst to join our growing team.

Job Summary:

The Workforce Management Analyst plays a vital role in optimizing contact center operations. By providing short and long term forecasts, generating accurate schedules for our front-line staff, providing real time analysis (RTA), and aligning them with strategic goals, they contribute to the overall efficiency and success of the company

Responsibilities:

• Conduct monthly, weekly, daily, and hourly forecasting of inbound/outbound contact volumes and staffing requirements based on historical trends and business growth objectives.
• Utilize WFM/WEM tools to develop accurate forecasts for call volumes and staffing needs across multiple interaction channels (voice/chat/fax/sms/email/self-service).

• Establish statistical baseline forecasts for all departments and identify service level risks for resolution and management notification.

• Create and optimize agent schedules to align with forecasted demand and SLA requirements.

• Oversee and maintain WFM Platforms for forecasting and scheduling, coordinating with vendor workforce management for balanced contact volumes and staffing needs.

• Assist in forecasting for variations and special events, maintaining an events calendar, tactical staffing plan, and outage system for timely analysis and recommendations.

• Apply capacity planning models to support hiring decisions and long-term workforce strategies.

• Monitor Real-Time Adherence (RTA) and take proactive actions to address deviations with team members and leaders.

• Formulate, incorporate, and plan workload based on key drivers of volume, analysis, and data.

• Lead the development of staffing strategies supporting multi-site, multi-skilled contact centers.

• Collaborate with Training, QA, Reporting, Workforce Management, and Call Center leaders to drive continuous improvement (CI) in call performance stats, operational effectiveness, and agent productivity.

• Participate in rotation for weekends and evenings to ensure coverage.

• Leverage Jira workflows for change management, incident escalation, and process documentation.

• Ensure all WFM-related changes follow established governance and compliance standards.

• Perform other duties as assigned.

• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.

  The list of accountabilities is not intended to be all-inclusive and may be expanded to include other education- and experience-related duties that management may deem necessary from time to time.

Required Qualifications

• Associate degree or High School Diploma and 3+ years of direct relevant professional experience.
• Experience in a contact center environment with proven experience in coaching and providing feedback to call center leadership and front line team members.
• Demonstrated knowledge and experience in WFM technology.
• Strong proficiency in Workforce Management metrics and concepts
• Proven record of accomplishment of providing strategic support in a contact center environment, skillfully balancing attention to detail.
• Strong verbal, written, communication, and interpersonal skills with a proficient command of the English language.
• Analytical and problem-solving prowess, evidenced by experience in analyzing, interpreting, and summarizing complex data related to contact center technologies.
• Exceptional skills in Microsoft Outlook, Excel, or equivalent applications, along with familiarity with contact center software applications

Preferred Qualifications

• Experience with Genesys Cloud WFM/WEM.
• Familiarity with Jira for change management and escalation workflows a plus.
• 3+ years' experience with contact center workforce management programs a plus
• 1+ experience with Dialer based systems (Genesys, EIP, five9, Cisco, Avaya, etc..).
• Ability to manage multiple priorities in a fast-paced environment while ensuring SLA compliance.
• Excellent communication and collaboration skills for working with leadership teams.
• Background or experience in healthcare or a medical contact center environment.

Why us?

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes.

We do this through our people.

You will have meaningful work that genuinely improves people's lives across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.

Thank You!

We know your time is valuable and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

Visit us at https://careers.acentra.com/jobs

EEO AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.

Compensation

The pay for this position is listed below.

"Based on our compensation philosophy, an applicant's position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level."