Workforce Management Analyst

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes - making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Acentra Health is looking for a Workforce Management Analyst to join our growing team.

Job Summary:

The Workforce Management Analyst plays a vital role in optimizing contact center operations. By providing short and long term forecasts, generating accurate schedules for our front-line staff, providing real time analysis (RTA), and aligning them with strategic goals, they contribute to the overall efficiency and success of the company

Responsibilities:

• Has proven success in centralizing, and sustaining, Workforce Management functions across previously siloed call center operations to improve efficiency, consistency, and performance.
• Set up/onboard users and maintain accurate user profiles for new hires (e.g., time zone, language, manager mapping, license assignment).
• Assign permissions, profiles, and roles using least-privilege standards for agent, supervisor, QA, and WFM personas.
• Create and maintain planning groups and staffing groups aligned to queues/skills and reporting requirements.
• Place users into correct divisions, business units, and management units to ensure proper WFM and access scope.
• Establish statistical baseline forecasts for all departments and identify service level risks for resolution and management notification.
• Oversee and maintain WFM Platforms for forecasting and scheduling, coordinating with vendor workforce management for balanced contact volumes and staffing needs.
• Generate weekly, bi weekly, and monthly schedules with a high degree of accuracy, maintaining minimal errors while adhering to labor rules, forecasted demand, and organizational constraints.
• Determine and schedule meetings, trainings, offline activities, and other events during the most optimal times based on forecast insights, minimizing service level impact and maximizing operational efficiency.
• Communicate forecasted workload, changes, assumptions, and inputs effectively to the Senior Leadership team.
• Lead the development of staffing strategies supporting multi-site, multi-skilled contact centers.
• Participate in rotation for weekends and evenings to ensure coverage.
• Identify and recommend process improvement opportunities to enhance productivity, performance, and customer satisfaction.
• Perform other duties as assigned.
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.

Required Qualifications

• Associate degree or High School Diploma and 3+ years of direct relevant professional experience.
• Experience in a contact center environment with proven experience in coaching and providing feedback to call center leadership and front line team members.
• Demonstrated knowledge and experience in WFM technology.
• Strong proficiency in Workforce Management KPIs/metrics and concepts
• Proven record of accomplishment of providing strategic support in a contact center environment, skillfully balancing attention to detail.
• Strong verbal, written, communication, and interpersonal skills with a proficient command of the English language.
• Analytical and problem-solving prowess, evidenced by experience in analyzing, interpreting, and summarizing complex data related to contact center technologies.
• Exceptional skills in Microsoft Outlook, Excel, or equivalent applications, along with familiarity with contact center software applications

Preferred Qualifications

• Experience with Genesys Cloud WEM/ACD (user setup, roles/permissions, planning & staffing groups, divisions/business units/management units).
• Familiarity with call scripts, AUX/agent status codes, workflows, and Genesys groups.
• 3+ years' experience with contact center workforce management programs a plus
• 1-3 years' experience with Dialer based systems (Genesys, EIP, five9, Cisco, Avaya, etc..) a plus.

Why us?

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes.

We do this through our people.

You will have meaningful work that genuinely improves people's lives across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.

Thank You!

We know your time is valuable and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

Visit us at https://careers.acentra.com/jobs

EEO AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.

Compensation

The pay for this position is listed below.

"Based on our compensation philosophy, an applicant's position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level."