Workforce Management Analyst

Há 2 dias

Fortaleza, Ceará, Brasil PacificSource Health Plans Tempo inteiro R$70.000 - R$120.000 por ano

Looking for a way to make an impact and help people?

Join PacificSource and help our members access quality, affordable care

PacificSource is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person's talents and strengths.

The Workforce Management Analyst is responsible for optimizing staffing and scheduling within a contact center environment to ensure service level goals are met. This role involves forecasting call volumes, analyzing performance metrics, and managing workforce management tools to support operational efficiency and customer satisfaction.

Essential Responsibilities:

  • Analyze historical trends to develop short- and long-term forecasts for voice, chat, and text interactions.
  • Collaborate with leadership to align forecasts with business goals.
  • Create and manage agent schedules including shifts, breaks, training, and time-off.
  • Monitor real-time adherence and adjust staffing dynamically to maintain service level targets.
  • Generate daily, weekly, and monthly reports on KPIs such as occupancy, service level, shrinkage, and cost per call and present actionable insights to leadership for continuous improvement.
  • Conduct root cause analysis for performance deviations.
  • Administer workforce management platform.
  • Maintain agent profiles and scheduling rules in WFM systems.
  • Automate reporting and scheduling processes using Excel, SQL, or VBA.
  • Serve as a liaison between operations, HR, and IT teams.
  • Communicate staffing changes and performance updates effectively.
  • Participate in strategic planning and operational review meetings.

Supporting Responsibilities:

  • Meet department and company performance and attendance expectations.
  • Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
  • Perform other duties as assigned.

SUCCESS PROFILE

Work Experience: Minimum of 2 years of experience in workforce management within a contact center. Experience with multi-channel environments (voice, chat, text).

Education, Certificates, Licenses: High school diploma or equivalent required. Bachelor's degree in Business Administration, Statistics, Mathematics, or related field preferred.

Knowledge: Proficiency in Microsoft Excel, Access, SQL, and workforce management software. Familiarity with call center technologies and KPIs. Strong analytical and data visualization skills. Excellent communication and interpersonal abilities. Strong organizational and multitasking skills. Ability to work independently and under pressure.

Competencies

Adaptability

Building Customer Loyalty

Building Strategic Work Relationships

Building Trust

Continuous Improvement

Contributing to Team Success

Planning and Organizing

Work Standards

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time.

Skills:

Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork

Our Values

We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:

  • We are committed to doing the right thing.
  • We are one team working toward a common goal.
  • We are each responsible for customer service.
  • We practice open communication at all levels of the company to foster individual, team and company growth.
  • We actively participate in efforts to improve our many communities-internally and externally.
  • We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.
  • We encourage creativity, innovation, and the pursuit of excellence.

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.

  • BI Analyst

    Há 2 dias

    Fortaleza, Ceará, Brasil e45898d8-150c-42e7-8b77-b2438a762591 Tempo inteiro R$80.000 - R$120.000 por ano

    About AgodaAgoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+...

  • Engenheiro de Analytics Sênior

    Há 4 dias

    Fortaleza, Ceará, Brasil RB Consult RH Tempo inteiro R$10.000 - R$50.000 por ano

    Local: Fortaleza/CE – RemotoEstamos em busca de um profissional sênior, referência em dados e governança, para empresa cliente. Foco principal da posição:Governança de Dados como pilar estratégico do negócio, com atuação em políticas, processos, qualidade, segurança e aculturamento em dados.Requisitos técnicos e acadêmicos: Graduação...

  • Customer Success Consultant

    Há 5 dias

    Fortaleza, Ceará, Brasil goFLUENT Tempo inteiro R$40.000 - R$60.000 por ano

    Join Our Team & Make an ImpactAre you passionate about building strong client relationships and driving success? We are looking for a Customer Success Manager to help expand our Brazilian market and ensure our clients maximize the value of our digital learning solutions.As a key partner to our clients, you will play an essential role in fostering...

  • Optimizing Workforce Management Solutions

    Há 7 dias

    Fortaleza, Brasil Bebeesolution Tempo inteiro

    As a workforce management professional, you will be responsible for implementing optimal solutions to drive customer success.Key responsibilities include providing consultative and technical support to customers and internal teams, delivering projects aligned with industry best practices.You will work in highly complex environments, requiring deep knowledge...

  • Optimizing Workforce Management Solutions

    1 semana atrás

    Fortaleza, Brasil beBeeSolution Tempo inteiro

    As a workforce management professional, you will be responsible for implementing optimal solutions to drive customer success. Key responsibilities include providing consultative and technical support to customers and internal teams, delivering projects aligned with industry best practices. You will work in highly complex environments, requiring deep...

  • Optimizing Workforce Management Solutions

    1 dia atrás

    Fortaleza, CE, Brasil beBeeSolution Tempo inteiro

    As a workforce management professional, you will be responsible for implementing optimal solutions to drive customer success. Key responsibilities include providing consultative and technical support to customers and internal teams, delivering projects aligned with industry best practices. You will work in highly complex environments, requiring deep...

  • Business Management Analyst | Remote Work | Fortaleza, Brazil

    Há 2 dias

    Fortaleza, Brasil BairesDev Tempo inteiro

    At BairesDev, we've been leading the way in technology projects for over 15 years. We deliver cutting-edge solutions to giants like Google and the most innovative startups in Silicon Valley. Our diverse 4,000+ team, composed of the world's Top 1% of tech talent, works remotely on roles that drive significant impact worldwide. When you apply for this...

  • Data Management Specialist

    Há 4 dias

    Fortaleza, Brasil Bebeedenodo Tempo inteiro

    **Job Title:** Data Management SpecialistWe are seeking a highly skilled Data Management Specialist to join our analytics team.As a key member of the team, you will be responsible for ensuring the integrity and performance of our data management infrastructure.The ideal candidate will have experience with data modeling, data governance, and data quality.A...

  • Learning Management System Administrator

    Há 3 dias

    Fortaleza, CE, Brasil NIIT Tempo inteiro

    About NIIT At NIIT, we're transforming the way the world learns, for the better. That's why the world's best-run learning functions across 30 countries trust us with their learning and talent. Since 1981, we have helped leading companies transform their learning ecosystems while increasing the business value of learning. Our comprehensive, high-impact...

  • Regional Staff Management Lead

    2 semanas atrás

    Fortaleza, Brasil Bebeeadministration Tempo inteiro

    Regional Workforce Administration ManagerThis role involves leading a regional team of 4-10 Workforce Administration professionals, overseeing retained WFA services, and driving continuous service delivery improvement.Lead a regional team and provide coaching, manage performance, and foster continuous professional development.Oversee all retained WFA...

  • Analista de Release Management

    Há 4 dias

    Fortaleza, Brasil Runtalent Tempo inteiro

    Olá!Somos a @Runtalent, com DNA inovador, somos consolidados no mercado de tecnologia e especializados em soluções de TI há quase duas décadas. Acompanhamos todos os avanços tecnológicos dos últimos anos e estamos juntos nessa corrida pela transformação digital. 🚀Temos uma oportunidade para: Analista de Release Management - Pleno📌 Formato:...

  • Financial Analyst Us Tech Company Remote

    Há 5 dias

    Fortaleza, Brasil Prometeo Talent Tempo inteiro

    **About the company**: RoverPass is a startup focusing on the campground and RV park industry and Code Galaxy is the #1 coding school for kids of all ages, offering live, world-class instruction in a judgment-free zone. Both companies are part of Parikh Holdings, and we are looking for a Financial Analyst to join our team. We are a small team and require a...

  • Business/Function Analysts

    2 semanas atrás

    Fortaleza, Brasil Tata Consultancy Services Tempo inteiro

    Join one of the biggest IT Services companies in the world! Here you can transform your career!Why join TCS? Here at TCS we believe that people make the difference, that's why we live a culture of unlimited learning full of opportunities for improvement and mutual development. The ideal scenario to expand ideas through the right tools, contributing to our...