Workforce Management Analyst III

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration - because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.

The Workforce Management Analyst is responsible for developing longterm forecasts and capacity plans to support call center operations. This role emphasizes the creation of staffing models and the production of accurate, datadriven forecasts to optimize operational performance and align resource needs with budgetary objectives. The position does not include realtime queue management or scheduling responsibilities.

Key Accountabilities

• Develop longterm volume forecasts by analyzing historical performance trends and anticipating future business drivers
• Build comprehensive staffing models incorporating multiple input variables to project future resource requirements
• Create FTE forecasts aligned with operational budget targets, leveraging productivity assumptions and continuousimprovement initiatives
• Collaborate with Operations, Training, Quality, HR, and Finance to incorporate business changes into forecasts and staffing plans
• Support new initiatives, product launches, and process changes by modeling operational impact
• Reconcile forecasts, assumptions, and data inputs within workforce management systems to maintain accuracy and alignment
• Document assumptions and provide clear business justification to support forecasting methodologies and recommendations
• Perform additional responsibilities as assigned

Required Qualifications

• Bachelor's degree or equivalent experience in related field
• 5 years of work experience beyond degree

Preferred Qualifications

• Prior experience in medium- to large-scale operational call center environments
• Demonstrated ability to create, maintain, and deliver accurate forecasts and optimized schedules that achieve service-level targets and support annual budget objectives
• Advanced proficiency in Microsoft Excel and strong data analytics capabilities
• Proven ability to prioritize workload, meet deadlines, and manage multiple tasks with exceptional attention to detail
• Strong organizational, problemsolving, and analytical skills
• Excellent verbal and written communication skills, with the ability to engage professionally with stakeholders at all levels of management
• Experience with Five9 and Verint preferred, experience with Avaya CMS Supervisor also acceptable
• Experience with data visualization tools such as Qlik Sense, Tableau, or Power BI preferred

This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations: Minnetonka, MN or Madison, WI.

The full salary grade for this position is $68,800 - $118,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $68,800 - $103,215. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to compensation, Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information is provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.