Workforce Management Analyst III

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Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.

The Workforce Management Analyst is responsible for developing long‑term forecasts and capacity plans to support call center operations. This role emphasizes the creation of staffing models and the production of accurate, data‑driven forecasts to optimize operational performance and align resource needs with budgetary objectives. The position does not include real‑time queue management or scheduling responsibilities.

• Develop long‑term volume forecasts by analyzing historical performance trends and anticipating future business drivers
• Build comprehensive staffing models incorporating multiple input variables to project future resource requirements
• Create FTE forecasts aligned with operational budget targets, leveraging productivity assumptions and continuous‑improvement initiatives
• Collaborate with Operations, Training, Quality, HR, and Finance to incorporate business changes into forecasts and staffing plans
• Support new initiatives, product launches, and process changes by modeling operational impact
• Reconcile forecasts, assumptions, and data inputs within workforce management systems to maintain accuracy and alignment
• Document assumptions and provide clear business justification to support forecasting methodologies and recommendations
• Perform additional responsibilities as assigned

• Bachelor's degree or equivalent experience in related field
• 5 years of work experience beyond degree

• Prior experience in medium‑to‑large operational call center environments
• Demonstrated ability to create, maintain, and deliver accurate forecasts and optimized schedules that achieve service‑level targets and support annual budget objectives
• Advanced proficiency in Microsoft Excel and strong data analytics capabilities
• Proven ability to prioritize workload, meet deadlines, and manage multiple tasks with exceptional attention to detail
• Strong organizational, problem‑solving, and analytical skills
• Excellent verbal and written communication skills, with the ability to engage professionally with stakeholders at all levels of management
• Experience with Five9 and Verint preferred, experience with Avaya CMS Supervisor also acceptable
• Experience with data visualization tools such as Qlik Sense, Tableau, or Power BI preferred

This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations:
Minnetonka, MN or Madison, WI.

The full salary grade for this position is $68,800 - $118,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $68,800 - $103,215. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data.

In addition to compensation, Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information…