L.A. Care Health Plan

Workforce Management Analyst I

L.A. Care Health Plan

full-time

Posted on:

Location Type: Office

Location: Los Angeles • California • United States

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Salary

💰 $55,245 - $82,867 per year

About the role

  • Supports scheduling, forecasting, and real-time monitoring of contact center, back-office and production queues.
  • Provides real-time monitoring and management of department’s queues, back-office, and production workload.
  • Prepares reports on updates related to call performance, back-office and production workload, service levels, adherence to schedule, and overall staffing.
  • Assists in creating ad-hoc reports and analysis as requested by department and senior leadership.
  • Documents intraday events and escalates issues to WFM team and department leadership as needed.
  • Monitors adherence to schedule activities and excessive state durations, where applicable.
  • Collaborates with department leaders to address staff behaviors.
  • Recommends real-time schedule changes.
  • Identifies efficiency opportunities.
  • Optimizes scheduled breaks and lunches as resource requirements change.
  • Determines the need for extra work hours and/or early departures.
  • Assess availability for offline functions and approves/denies as required.
  • Reviews and responds to schedule change requests.
  • Assists with the creation of all schedule runs and schedule bids/changes.
  • Supports senior analysts by organizing historical data used for work volume and staffing forecasts.
  • Helps identify patterns or variances in work volume trends.
  • Supports skilling activities to respond to real-time workload queue conditions.
  • Uses established guidelines, process exception requests as submitted by department’s agents and supervisors within the assigned timelines.
  • Processes exceptions to schedules to support training, coaching and meeting requests while ensuring that there is adequate coverage for all departments channels.
  • Performs other duties as assigned.

Requirements

  • At least 2 years of workforce management experience in a contact center environment.
  • Demonstrated experience finding multiple solutions to complex problems.
  • Experience and understanding of staffing, work queues, and performance measurements.
  • Knowledge of WFM tools.
  • Ability to interpret WFM data to assist with determining staffing needs.
  • Proficiency in Excel (formulas and pivot tables).
  • Analytical and problem-solving skills.
  • Strong attention to detail and accuracy.
  • Ability to learn new systems quickly with minimal support.
  • Proven ability to meet goals and deadlines.
  • Ability to manage multiple priorities and tasks in a fast-paced environment.
Benefits
  • Paid Time Off (PTO)
  • Tuition Reimbursement
  • Retirement Plans
  • Medical, Dental and Vision
  • Wellness Program
  • Volunteer Time Off (VTO)

Applicant Tracking System Keywords

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

Hard skills
workforce managementstaffingperformance measurementsExceldata analysisreport preparationreal-time monitoringschedule managementproblem-solvingefficiency optimization
Soft skills
attention to detailanalytical skillsability to learn quicklytime managementability to meet deadlinescollaborationadaptabilityorganizational skillscommunication skillsmulti-tasking