L.A. Care Health Plan

Workforce Management Analyst II

L.A. Care Health Plan

full-time

Posted on:

Location Type: Office

Location: Los Angeles • California • United States

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Salary

💰 $60,778 - $91,166 per year

About the role

  • Supports the operations by forecasting workload, planning staffing, creating schedules, and monitoring real-time performance of contact center and back-office production queues.
  • Analyzes historical workload data to develop volume forecasts.
  • Builds staffing models to identify required headcount based on service levels.
  • Tracks forecast accuracy and recommends adjustments.
  • Creates schedules aligned with forecasted volumes.
  • Manages schedule changes and rotation activities.
  • Monitors real-time workload queue performance and staffing levels.
  • Prepares productivity and performance reports.
  • Conducts root-cause analysis for service level misses or staffing issues.
  • Improves workflows through automation and reporting enhancements.

Requirements

  • At least 2 years of workforce management experience in a contact center environment.
  • Extensive experience with forecasting and scheduling activities.
  • Demonstrated experience finding multiple solutions to complex problems.
  • Strong 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.
  • Strong analytical and problem-solving skills.
  • Strong attention to detail and accuracy skills.
  • Ability to learn new systems quickly with minimal support.
  • Proficient skills in Excel (formulas and pivot tables).
  • 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 managementforecastingschedulingstaffing modelsroot-cause analysisautomationreporting enhancementsExcelformulaspivot tables
Soft skills
analytical skillsproblem-solving skillsattention to detailaccuracyability to learn quicklytime managementability to manage multiple prioritiesability to meet goalsability to work in fast-paced environment