Workforce Management Analyst

Minnesota Department of Employment and Economic Development provided pay range

This range is provided by Minnesota Department of Employment and Economic Development. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$59,006.00/yr - $86,505.00/yr

About the Paid Leave Division: Paid Leave is a new program launching in 2026. The program will provide partial wage replacement to Minnesota workers who are out of work due to a qualifying condition, such as a severe health condition that prevents them from working, or when they need time to care for a family member or a new child. We are building a program that will be easy for every Minnesotan to use.

We are engaging the people who depend on us—workers, employers, caregivers, insurers—to learn from them and build the program around their needs. We are using modern service delivery and product practices to deliver the program. The Paid Leave team has high standards and an unrelenting commitment to serving Minnesotans. It is a start-up environment without legacy systems or preconceived ways of working, so we have a unique opportunity to create human‑centric processes and systems to deliver this new benefit to Minnesotans.

Position

Purpose:

This position exists to lead complex analysis and continuous improvement efforts within the Paid Leave Contact Center to support efficient, data‑informed operations. The Workforce Management Analyst plays a pivotal role in forecasting demand, developing scheduling strategies, analyzing operational performance, and identifying opportunities for increased efficiency and service quality. The incumbent applies advanced analytical skills and workforce management knowledge to ensure that staffing levels, resource allocation, and process workflows align with program objectives and service delivery expectations.

Operating under limited supervision, this position provides expert consultation and collaborates closely with contact center leadership and internal stakeholders to evaluate existing operational methods and develop and implement improved practices. The role requires a high degree of independence in developing methodologies, designing reports and dashboards, interpreting complex data, and delivering actionable insights that directly influence decision‑making and long‑term planning.

Key Responsibilities:

• Operational Analysis and Forecasting:
  Analyze and manage contact center operations to optimize resource utilization and service levels.
• Real‑Time Program Support and Consultation:
  Provide real‑time data‑informed consultation and reporting to support leadership decisions and continuous improvement.
• Process Improvement and Implementation Support:
  Serve as a strategic partner in system implementation and capability rollouts to ensure operational readiness.

This position is telework eligible. Staff are provided with the tools and equipment to be successful in a virtual work environment. Please note, the telework policy could change with notice based on business needs.

This posting may be used to fill multiple positions.

Minimum Qualifications

Please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held. Only applicants whose resumes clearly demonstrate fulfillment of each of these minimum qualifications will be considered for this position.

Two (2) years of experience in workforce management, contact center operations, or business analytics.

Applicants that meet the above minimum qualification will be further evaluated on the following:

• Skill in using Excel to build flexible models and tools that support scenario planning and business reviews.
• Knowledge of metrics and processes, with the ability to define, calculate, and clearly articulate metric methodologies, assumptions, and implications.
• Skill in analyzing complex datasets, identify trends, and develop actionable insights to optimize workforce planning and resource allocation.

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your…