Workforce Optimization Analyst
Listed on 2026-02-06
-
Business
Business Management, Operations Manager, Business Analyst, Business Development
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Workforce analysts interpret, analyze, read, and make recommendations to improve a workforce, focusing on reducing overhead and increasing customer satisfaction and experience. They serve as the primary point of contact for workforce management policies and are subject matter experts on workforce optimization steps. They ensure service-level targets are met, maintain proper headcount, and calculate call capacity.
KNOWLEDGE & REQUIREMENTS
- Sense of urgency with emphasis on timeliness, accuracy, and accountability.
- Persistence and follow-up to ensure no details are missed.
- Strategic thinking skills and the ability to use data for decision-making.
- Excellent organizational skills; ability to multitask and manage competing priorities.
- Strong written and verbal communication skills.
- Understanding of business strategies, goals, and processes related to workforce management that drive customer success.
- Proficiency in Microsoft Office suite.
- Ability to align organizational needs with business applications and workforce capabilities.
- Proficiency in Salesforce and other workforce applications is preferred.
EDUCATION & EXPERIENCE REQUIREMENTS
- Minimum of 5 years of work experience, with at least 3 years in call center support.
- Bachelor’s degree or equivalent work experience in call center support.
PHYSICAL REQUIREMENTS
The physical demands necessary to perform this job include frequent sitting, occasional standing, walking, stooping, kneeling, squatting, climbing stairs, twisting, reaching, lifting, pulling, and pushing.
What’s In It For You?
- Medical, Dental, and Vision Plans
- Voluntary Benefits
- HSA & FSA
- Fertility & Family Planning Benefits
- Adoption Assistance Program
- Employee Resource Groups
- Flex PTO and up to 15 PTO days in the first year for non-exempt associates
- 11 Paid Holidays
- Corporate Wellness Program
- 401k Employer Match & Roth Option (immediate eligibility)
- Mid-Senior level
- Full-time
- Project Management and Information Technology
- Hospitals and Health Care
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