We are looking for a detail-oriented and analytical Workforce Analyst to support forecasting, scheduling, and performance optimization within a newly launched healthcare call center. This role plays a critical part in ensuring we have the right resources in place to meet patient needs, achieve service goals, and support a positive patient and employee experience. The ideal candidate is comfortable with data, tools, and fast-paced environments, and brings a proactive approach to solving workforce challenges.
Key Responsibilities
Assist in building accurate short- and long-term forecasts based on historical data, call drivers, and business trends
Support the development of agent schedules and staffing models that meet volume, shrinkage, and productivity assumptions
Monitor intraday performance and adherence, identifying risks to service levels and recommending adjustments in real time
Analyze call volumes, handle times, absenteeism, and occupancy trends to inform staffing and capacity planning
Prepare and maintain workforce dashboards and reports that support operational visibility and decision-making
Collaborate with operations, training, and recruiting teams to provide inputs on hiring, nesting timelines, and class sizes
Support special projects, such as shift bids, holiday planning, and system migrations
Maintain data integrity and ensure accurate use of WFM tools and platforms
Contribute to process improvement initiatives by identifying efficiency opportunities and workflow enhancements
Stay current on WFM best practices and healthcare call center trends to enhance accuracy and impact
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, 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
Human Resources Request Form. The EEOC "Know Your Rights" Poster is available
here.
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24 years of experience in a workforce planning or analyst role within a call center environment, Amazon Connect experience highly desired
Strong understanding of forecasting, scheduling, and real-time management principles
Experience using Amazon Connect
Advanced Excel skills and comfort with manipulating large datasets
Familiarity with healthcare call center operations and terminology is preferred
Bachelors degree in Business, Healthcare Administration, Math, or related field preferred
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.