Job Details

Workforce Management Analyst (Remote – Select States Only)

12-Month Contract | Healthcare Alliance Client

Location: Fully remote – applicants must reside in one of the following states: AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI, WY.

Job Summary

We are seeking a Workforce Management Analyst to support a leading healthcare alliance client. This role focuses on optimizing staffing levels, tracking performance metrics, and applying workforce management techniques to improve productivity. The ideal candidate will have call center experience, strong analytical skills, and a passion for process improvement.

Key Responsibilities

• Monitor real-time adherence (RTA) and track agent performance against benchmarks.
• Compile and analyze workforce data; identify trends and develop actionable reports.
• Maintain performance snapshots, audit reports, and inventory status.
• Apply contingency planning to maintain performance standards.
• Support the development of new tools and databases to track operations and outcomes.
• Collaborate cross-functionally to resolve process issues and support service level goals.
• Assist in evaluating and implementing technologies that enhance operational efficiency.
• Uphold data integrity and ensure compliance with internal and government standards.

Requirements

Minimum Qualifications

• U.S. Citizenship required.
• Must be able to pass a Department of Defense background check.
• High School Diploma or GED.
• 1+ year of call center experience.
• Working knowledge of workforce management tools and methodologies.
• Intermediate Excel skills and familiarity with metrics reporting.
• Strong communication skills, including procedural or instructional writing.

Preferred Qualifications

• Bachelor's degree in business, informatics, or related field.
• 2+ years in customer service or call center operations.
• Experience with scheduling or WFM software and telephony systems.
• Proficiency in analyzing performance metrics and generating data-driven insights.

Work Environment

• Remote: Must have a secure, private workspace and high-speed internet.
• Flexible to cover any shift and work overtime as needed.
• Extensive computer use, including headset communication and prolonged sitting.