Workforce Analyst

About the Role

The Workforce Analyst is responsible for overseeing attendance policy adherence, real-time efficiency, and schedule management. This role provides timely reports, workload projections, and performance trend analysis. It supports both offshore and onshore teams through consistent reporting, tracker maintenance, and regular communication to ensure operational needs are clearly conveyed to leadership. The position requires strong independence, adherence to policies and procedures, and a commitment to enhancing the overall customer and employee experience.

Key Responsibilities

• Directly report to the Workforce Director.
• Manage attendance policy adherence (absenteeism report) and real-time efficiency (real-time monitoring, aux callouts / queue management).
• Provide schedule adjustments, interval reports, and off-phone schedules.
• Review volume and AHT (weekly and monthly) trends.
• Review and ensure timely dissemination of weekly workload projections and targets.
• Handle offshore reporting needs, including creating trackers and maintaining existing daily reports.
• Actively and consistently support efforts to simplify and enhance the customer experience.
• Establish weekly meeting cadence with Offshore & Onshore counterparts.
• Act as a liaison between operations and support teams to ensure needs are effectively communicated with the leadership team.
• Work independently under minimal supervision.
• Understand and comply with all policies, procedures, and regulations relating to job duties.
• Use, protect, and disclose patients’ protected health information (PHI) only in accordance with HIPAA standards.
• Understand and comply with Information Security and HIPAA policies and procedures.
• Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties.
• Other duties as assigned.

Requirements & Tech Stack

• Expert proficiency in Power BI / Automation.
• Proficiency in Microsoft Office Suite with expert knowledge working in Excel.
• Knowledge of Capacity Planning, Forecasting and Scheduling and Real Time Management.
• Google Sheet knowledge is a plus.

Qualifications

• Experience in Individual Contributor set-up & Dynamic Organization structure.
• Strong personality with leadership skills.
• Logical and strategic thinking.
• Strong interpersonal skills, ability to communicate well at all levels of the organization.
• Strong problem-solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses.
• High level of integrity and dependability with a strong sense of urgency and results orientation.
• Excellent written and verbal communication skills.
• Gracious and welcoming personality for customer service interaction.

Working Conditions

• Must be willing to work onsite.
• Must possess a smartphone or electronic device capable of downloading applications for multifactor authentication and security purposes.
• Physical Demands: Occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
• Mental Demands: Must be able to follow directions, collaborate with others, and handle stress.
• Work Environment: Noise level is usually minimal.