Workforce Planning Analyst – Case Management

Evolent

Workforce Planning Analyst focusing on case management at Evolent. Delivering optimal staffing and performance reporting for call center operations.

Posted 4/28/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $55,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Monitor call center resources and workloads real-time to ensure Inbound, Clinical Case Work and Back Office client specific performance guarantee targets and service performance goals are achieved by optimizing resources
Forecast weekly, daily and Interval Inbound, Clinical Case Volumes, and Back Office workloads based on historical trends and key business drivers to determine staffing needs and employee schedules required to achieve client specific performance guarantee targets and service performance goals
Work closely with the leadership of Inbound, Clinical Reviewers and Back Office teams on optimization of Workforce Engagement tools (Workforce, Performance, Quality, Telephony)
Ensuring the accuracy and timeliness of WFM reporting of team and overall performance reporting for both internal and external distribution.

Requirements

What you’ll need

High School diploma or equivalent - Required
2 years of Workforce Planning (WFM) experience in Healthcare Compliance, preferably Utilization Review Licensure - Preferred
5 years of Contact Center or Workforce Planning experience - Required
Possesses a high level of accountability in the achievement of client specific performance guarantee targets and internal service performance goals - Required
Must have ability to work in a fast-paced environment while managing multiple tasks - Required
Experience with Genesys Cloud and/or NICE Workforce platforms - Preferred
Experience with Excel spreadsheets, ACD reporting, forecasting methodologies and tools – Required
Ability to work with different teams in the organization to meet the filing requirements and timelines - Required
Experience with accreditation agencies - Preferred

Benefits

Comp & perks

health insurance benefits

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Workforce PlanningWFM reportingforecasting methodologiesExcel spreadsheetsACD reportingHealthcare ComplianceUtilization Review Licensureperformance guarantee targetsservice performance goals

Soft Skills

accountabilityability to manage multiple tasksability to work in a fast-paced environmentcollaboration

Certifications

High School diploma or equivalent