Analyst, Workforce Management

  • Location
    Owings Mills, Maryland
  • Job type
  • Category
    Accounting & Finance - Analyst

A large healthcare company in the Mid-Atlantic has an immediate need for a Workforce Management Analyst! This incumbent must be proficient in Excel.

The primary purpose of this position is to help the department maintain acceptable service levels by interpreting statistical data and placing appropriate human resources into the overall operation. This position is responsible to identify changes in contact patterns, and to provide data to management to be used to determine appropriate staffing levels. Also, this position is responsible to maintain the system that measures employee’s productivity and adherence to schedules. Ultimately, this position will anticipate changes, and help the organization make necessary changes to meet the demands of inbound customer contacts.


1. 25%
Responsible for development, analysis and recommendation of appropriate staffing plans identifying optimal work schedules and workload requirements in real time while providing analysis and recommendation for ongoing adjustments and improvements to staff levels, skill groups and capacity plans. Incumbent will evaluate and analyze all aspects of call volume and staff forecasting and generate weekly schedules based on forecasted volumes. Provides effective work schedules for call-handling positions to most efficiently meet ASA and service level requirements as defined by management. Also, maintains and supports workforce management software.
2. 25% Produce reports from databases and/or spreadsheets tracking key service statistics. Import data from other database sources as needed to generate reports. Identify and address new and developing scheduling/staffing needs by providing an ongoing review and evaluation of scheduling policies and procedures. Performs regular and ad hoc reporting as required.
3. 40%
Monitor and report schedule adherence.

4. 10% Participate in scheduled Forecasting / Planning meetings. May be asked to coordinate the activities of other Workforce Management Team members. Assist in carrying out disaster recovery plans when necessary. Complete special projects as assigned.

Required: Proficient in Microsoft Applications including, Word, Excel, and Access. Ability to define problems, collect data, establish facts and draw valid conclusions. Must possess strong statistical and analytical ability and strong organizational skills with a good attention to detail. Must have excellent interpersonal, oral and written communication skills. Ability to work independently and collaboratively is also required. Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Preferred: Experience with Workforce Management (i.e. IEX, TCS, Blue Pumpkin), ACD and reporting software preferred. Familiar with basic call handling and routing technology preferred.

Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.


The physical demands described here are representative of those that must be met by an employee to perform the essential duties and responsibilities of the position successfully. Requirements may be modified to accommodate individuals with disabilities.

The employee is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The employee must frequently talk and hear. Weights of up to 25 pounds are occasionally lifted.

Equal Opportunity Employer

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Reference number US_EN_1_027071_11934688