Job Description
The Workforce Management Analyst is responsible for forecasting, scheduling, and real-time monitoring to ensure the call center is adequately staffed to meet service and performance targets. This role supports resource planning during critical periods like March Madness, planning hybrid work-schedules and provides key insights to optimize efficiency and agent experience. Collaborate with Member Services and Benefits management team to obtain all the necessary information to adequately support planning, forecasting and facilitate decision making.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• Minimum of 2 years in workforce management, contact center support, or sales operations, ideally in a service call center operations or public sector experience
• Proficiency in WFM (e.g., Amazon connect, Genesys, Nice)
• Strong Excel skills (pivot tables, formulas)
• Knowledge of Q-flow appointment system is desirable
• Strong forecasting, capacity planning, and real-time monitoring capabilities in a multi-channel & multi-sites
• Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc.
Nice to Have Skills & Experience
• Power-BI experience is desirable
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.