Workforce Management Analyst

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PacificSource is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths.

The Workforce Management Analyst optimizes staffing, scheduling, and real-time contact center performance to meet service level and efficiency. The role includes forecasting call volumes, monitoring intraday activity, ensuring adherence, and providing timely insights and issue-resolution support. Acting as the organization’s “mission control”, the analyst adjusts to real-time demand and helps maintain operational effectiveness and customer satisfaction.

Essential Responsibilities:

• Analyze historical trends to develop short- and long-term forecasts across all channels and align staffing plans with business goals.
• Create and manage agent schedules (shifts, breaks, lunches, training, meetings, time-off) While maintaining agent profiles, scheduling rules, and system configuration in WFM platforms.
• Monitor real-time volume, queue health, service levels, agent states, and schedule adherence, taking immediate action to resolve spikes, dips, absenteeism, or performance deviations.
• Automate forecasting, scheduling and reporting processes using Excel, SQL, or VBA.
• Execute intraday schedule adjustments (moving breaks/lunches, reallocating shrinkage, rescheduling meetings) and modify staffing, routing, skilling or workload distribution to match demand.
• Identify, escalate, and resolve intraday risks, system issues, anomalies, or outages in partnership with IT/Telecom teams.
• Produce daily, weekly, and monthly KPI reporting (service level, occupancy, shrinkage, cost per call) and deliver intraday updates on volume, adherence, absenteeism, and arrival patterns.
• Conduct root cause analysis for forecast variances and performance deviations, documenting incidents, outages, and intraday actions for continuous improvement.
• Present actionable insights and recommendations to leadership to improve operational efficiency and customer experience.
• Serve as the central communication point for intraday updates, staffing risks, system issues, queue performance and volume anomalies.
• Partner with Operations, HR, Quality, Training, IT and WFM teams to resolve issues impacting service levels and customer experience.
• Communicate staffing changes and performance updates effectively.
• Participate in operational reviews and strategic planning meetings.
• Administer and utilize WFM/ACD platforms (e.g., Five9, NICE, Genesys, Calabrio) for forecasting, scheduling, adherence monitoring, routing, skilling, and intraday adjustments.
• Maintain knowledge of WFM best practices, call routing logic, and multichannel contact center operations.

Supporting Responsibilities:

• Meet department and company performance and attendance expectations.
• Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
• Support company philosophy.
• Perform other duties as assigned.

SUCCESS PROFILE

Work Experience: Minimum of 2 years of real-time workforce management experience in a multi-channel contact center (voice, chat, text), including queue monitoring, adherence management, intraday reporting, and supporting operations in managing service level risks. Hands-on experience with WFM/ACD platforms such as Five9, NICE, Genesys, Calabrio, or similar systems. Experience identifying performance risks proactively and taking corrective action to maintain service level targets required.

Education, Certificates, Licenses: High school diploma or equivalent required. Bachelor’s degree in business administration, Statistics, Mathematics, Healthcare Operations, or related field preferred.

Knowledge: Strong understanding of contact center KPIs (AHT, ASA, service level, shrinkage, adherence, occupancy, call arrival patterns) and their application in real time decision making. Knowledge of Workforce Management disciplines including forecasting, scheduling, intraday management, and multi skill/multi channel operations. Proficiency with WFM/ACD platforms (e.g., Five9, NICE, Genesys, Calabrio), call routing concepts, and general call center technologies. Skill in data analysis and visualization, with familiarity using BI tools such as Power BI or Tableau for real time reporting. Strong technical proficiency with Microsoft Excel, Access, SQL, and other analytical tools. Excellent communication, interpersonal, organizational, and multitasking abilities, with the capability to work independently and under pressure.

Competencies

Adaptability

Building Customer Loyalty

Building Strategic Work Relationships

Building Trust

Continuous Improvement

Contributing to Team Success

Planning and Organizing

Work Standards

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time.

Skills:

Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork

Compensation Disclaimer

The wage range provided reflects the full range for this position. The maximum amount listed represents the highest possible salary for the role and should not be interpreted as a typical starting wage. Actual compensation will be determined based on factors such as qualifications, experience, education, and internal equity. Please note that the stated range is for informational purposes only and does not constitute a guarantee of any specific salary within that range.

Base Range:

$50,830.78 - $81,329.23Our Values

We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:

• We are committed to doing the right thing.

• We are one team working toward a common goal.

• We are each responsible for customer service.

• We practice open communication at all levels of the company to foster individual, team and company growth.

• We actively participate in efforts to improve our many communities-internally and externally.

• We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.

• We encourage creativity, innovation, and the pursuit of excellence.

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.