Workforce Management Analyst

Opportunity Overview: The Workforce Management Analyst is a key member of the Business Planning & Workforce Management team, responsible for optimizing workforce performance across service and clinical operations. Leveraging workforce management tools, forecasting, and data analysis, this role supports short-term planning, staffing decisions, resource allocation, and operational agility to ensure consistent service delivery. This role manages intraday operations across Intake and Clinical RN teams, monitoring volume, productivity, staffing, scheduling, and queue performance. You will deliver performance reporting, identify key drivers and trends, uncover opportunities for process improvement and automation, and provide actionable insights to support operational and strategic decision-making in a fast-paced, high-growth environment. What you’ll do: Monitor staffing levels and notify leadership of variances to ensure optimal service levels Forecast staffing needs based on activity and volume Partner with leaders to track and plan for meetings, trainings, and other non-production hours Lead daily meetings with call center management to review trends and performance impacts Recommend and manage overtime or voluntary time off when needed Track and analyze function and agent-level performance using multiple data sources Report on historical data and trends to identify risks and oppor