Erstellt am 26. Juni 2026
Workforce Analyst 1
ICONMA, LLC
Remote,DE
Vollzeit
Reference: 365_587228_26-22256
Our client, a Health Insurance company, is looking for a Workforce Analyst 1 for their Remote location.
Responsibilities:
Requirements:
Why Should You Apply?
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
- 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
