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Workforce Analyst 1

Iconma LLC

DE

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JOB DETAILS
SKILLS
Analysis Skills, Business Support, Call Centers, Call Monitoring, Call Volume, Cisco ASA (Adaptive Security Appliance), Cloud Computing, Communication Skills, Cost Control, Customer Experience, Customer Support/Service, Data Analysis, Decision Support, Detail Oriented, Establish Priorities, Forecasting, Genesys Solutions, Health Insurance, Health Plan, Healthcare, Kronos Workforce Scheduler, Metrics, Microsoft Excel, Microsoft Office, Multitasking, Operational Audit, Operational Support, Organizational Skills, Performance Analysis, Performance Metrics, Pivot Tables, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Reporting Skills, Team Player, Technical Leadership, Time Management, Trend Analysis, Workforce Management, Workforce Planning, Writing Skills
LOCATION
DE
POSTED
7 days ago

Our client, a Health Insurance company, is looking for a Workforce Analyst 1 for their Remote location.

Responsibilities:

  • Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center to ensure service level objectives are met.
  • Work closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules and staff as needed, ensuring optimum staffing levels.
  • Provide regular reports to management on workload and workforce.
  • Make recommendations for new or updated call/service center technology and process improvements to reduce costs.
  • 25% Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.
  • 25% Identifies call volume trends and averages on an intraday, weekly, monthly, etc. basis.
  • 20% Monitors and responds to queue activity and service levels.
  • 10% Establishes and maintains communications channels regarding events that impact customer experience center performance and workload.
  • 10% Communicates necessary adjustments to staffing based on changing/dynamic forecasts.
  • 10% Collaborates with internal customers (other teams, departments, and customer experience center staff) to identify opportunities for improvement to achieve service goals.
  • Provide support to Workforce Analyst 2 team members
  • Analyze workforce and operational data to support business decisions
  • Track performance metrics and workforce trends
  • Assist with reporting, scheduling, and workforce management activities

Requirements:

  • Bachelor's Degree
  • 1 year in a Scheduling, Forecasting, or Traffic environment.
  • In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
  • Excellent communication skills both written and verbal., Proficient
  • Ability to recognize, analyze, and solve a variety of problems., Proficient
  • Ability to analyze, organize, and prioritize work while meeting multiple deadlines., Proficient
  • Proficient in Microsoft Office applications., Proficient
  • The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes them ineligible to perform work directly or indirectly on Federal health care programs.
  • 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
  • Strong analytical and problem-solving skills with the ability to identify trends, interpret data, and support operational decision-making.
  • Intermediate to advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and basic data analysis techniques.
  • Foundational Workforce Management knowledge, including an understanding of contact center metrics such as AHT, ASA, Service Level, Occupancy, and Adherence.
  • Experience with contact center technologies and Workforce Management platforms, including Genesys Cloud, NICE IEX/CXone, or similar systems.
  • Strong communication and organizational skills with the ability to collaborate effectively, manage multiple priorities, and provide timely reporting and operational support.
  • Minimum 1 year of Workforce Management (WFM) experience
  • Experience working in a high-volume call center environment
  • Strong ability to analyze and track workforce data
  • Experience supporting workforce planning and reporting activities
  • Hands-on experience with Genesys Cloud
  • Experience with NICE and/or IEX is mandatory
  • Strong data analysis and reporting skills
  • Ability to monitor, track, and maintain workforce-related metrics

Key Notes

  • Entry-level WFM opportunity requiring foundational workforce management experience
  • Focused more on data analysis and tracking rather than advanced forecasting
  • Must have experience with workforce management tools (Genesys Cloud, NICE, IEX)
  • Ideal candidate is detail-Oriented, analytical, and comfortable working in a fast-paced call center environment

Why Should You Apply?

  • Health Benefits
  • Referral Program
  • Excellent growth and advancement opportunities

About the Company

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Iconma LLC