Workforce Management Technical Analyst

Job Overview

The Technical Analyst, Workforce Management, helps provide a seamless and consistent customer service interaction experience.

The analyst monitors metrics to improve key performance indicators (KPIs) and analyzes data to provide insights and identify trends that can help improve operational efficiency and evaluate the effectiveness of Omnichannel strategies, optimization, and patient engagement.

• Supports staffing optimization by load‑balancing skills/queues/resources to help ensure service levels are met.
• Generates agent reports and dashboards to track workforce metrics such as staffing levels, overtime, and employee productivity.
• Builds employee schedules, adds exceptions, approves or denies time‑off requests, and monitors agent productivity.
• Analyzes workforce data such as forecasting, staffing models, and metrics, and conducts root‑cause analysis to improve operational efficiency.
• Configures, updates, and maintains Workforce Management software.
• Provides support for technical issues related to Workforce Management and systems.
• Supports staff adaptation to new technologies and partners with IT/Telecom to diagnose and quickly resolve Omnichannel technical issues.

• BS or BA degree or equivalent combination of education and work experience.
• Minimum of 2 years of relevant experience with Contact Center Customer Service metrics and/or analytics.
• Workforce Management experience is preferred.
• Project Management experience is preferred.
• Project Timeline experience is preferred.
• Leadership, Contact Center Customer Service, Project Management, or a background in Analytics.
• Workforce Management Software experience preferred; NICE, IEX, Kronos, Genesys, Blue Pumpkin, TCS, or any WFM‑related software.

$68,640.00 - $85,800.00 annually (subject to change).

• Medical, Dental and Vision insurance
• 403(b) retirement savings plans with employer matching contributions
• Flexible Spending Accounts
• Commuter Flexible Spending
• Career Advancement & Development opportunities
• Paid Time Off & Holidays
• Paid CME Days
• Malpractice insurance and tail coverage
• Tuition Reimbursement Program
• Corporate Employee Discounts
• Employee Referral Bonus Program
• Pet Care Insurance

Alta Med Health Services Corp. will consider qualified applicants with criminal history pursuant to the California Fair Chance Act and City of Los Angeles Fair Chance Ordinance for Employers. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Alta Med Health Service Corp.

is concerned about a conviction directly related to the job, you will be given a chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

Alta Med Health Services Corporation is committed to providing equal employment opportunities for all qualified individuals. We strictly prohibit discrimination in employment based on race, color, creed, religion, marital status, sexual orientation, registered domestic partner status, sex, gender, gender identity or expression, ancestry, national origin, age, medical condition, physical or mental disability, military or protected veteran status, pregnancy or perceived pregnancy, childbirth, breastfeeding or related medical conditions, genetic information, or any other characteristic protected by local, state, or federal law, ordinance, or regulation.

We are committed to promoting equality and inclusivity beyond our recruitment and hiring processes. We aim to create a respectful, valued, and inclusive workplace through training, advancement opportunities, and access to resources and support. We focus on fostering a diverse workforce because it enriches our organization and improves our ability to effectively serve our clients and community. We encourage individuals from all backgrounds to apply and join us in our mission to create a positive impact.