Management Analyst 4

State of Washington; Olympia (WA); On-site; USD 90,000 - 130,000; Full time

Job summary

State of Washington in Washington State seeks a Leave and Care Resource Coordinator to translate complex operational data into actionable recommendations and to advise leadership on resource planning and processes. You will coordinate scheduling, perform forecasting, and validate data to improve contact center performance.

The role emphasizes analytics, collaboration, and cross-functional projects, with strong emphasis on equity competencies and policy alignment for a best-in-class support team.

Qualifications

• Analytical skills to evaluate complex business or technology needs.
• Strategic planning skills to diagnose operational challenges.
• Strategic thinking expertise to contribute to long-term strategies.
• Collaboration skills to align priorities with executive goals.
• Communication expertise to present research findings persuasively.
• Versatility to manage diverse responsibilities effectively.
• Organizational skills to manage and integrate activities.

Responsibilities

• Analyze operational data to identify trends and develop recommendations for leadership.
• Develop reports and visualizations translating contact center data into management information.
• Optimize workforce resources through scheduling, forecasting, and workload monitoring.
• Serve as subject-matter expert on contact center operations, telemetry, and data validation.
• Lead process improvement and projects, coordinating research, planning and implementation.
• Support policy and operational alignment by evaluating processes and advising management.

Skills

Analytical Skills

Strategic Planning Skills

Strategic Thinking Expertise

Collaboration Skills

Communication Expertise

Versatility

Organizational Skills

Education

Associate’s degree in business administration, public administration, law, public health, health administration, or a related field

Bachelor’s degree in business administration, public administration, law, public health, health administration, or a related field

Comparable combination of graduate education and experience

Job description

This position is designated for fulltime telework work within Washington State

The ideal candidate is a highly analytical, strategic and collaborative professional who can translate complex operational data into actionable recommendations, improve contact center performance, and effectively advise leadership on resource planning, processes, and organizational priorities.

The Leave and Care Operations Team is a best-in-class customer support organization. In support of the Employment Security Department’s Vision and Mission, the Leave and Care Operations Team provides people-centered, accessible services to benefit workers and employers, so Washingtonians can take time to care for themselves and the people they love. The program impacts nearly 200,000 Washington businesses and an estimated that up to 2/3 of Washingtonians will have an event that results in them being eligible for Paid Family and Medical Leave and WA Cares services. The Leave and Care Resource Coordinator reports to a Leave and Care Customer Logistics Manager and provides expert level analyses to Operations management and staff regarding the highest level of customer service with the greatest efficiency by optimum use of staff resources. This position provides coordination/scheduling of staff resources, troubleshooting, and ongoing statistical research, reporting, and forecasting.

• Analyze operational data to identify trends, evaluate performance data, and develop clear recommendations for leadership.
• Develop reports and visualizations that translate complex contact center data into meaningful management information.
• Optimize workforce resources through staff scheduling, forecasting, workload monitoring, and analysis of staffing needs.
• Serve as a subject-matter expert on contact center operations, performance measures, telephony scheduling, and data validation.
• Lead process improvement and projects by coordinating research, planning, implementation, and cross functional activities.
• Support policy and operational alignment by evaluating processes, advising management, and ensuring practices support organizational requirements and priorities.

Option 1:

• Eight (8) years of equivalent education/experience.
• Experience includes conducting research and analyzing policies, laws, rules or regulations.

Option 2:

• Associate’s degree in business administration, public administration, law, public health, health administration, or a related field and
• Six (6) years of experience conducting research and analyzing policies, laws, rules or regulations.

Option 3:

• Bachelor’s degree in business administration, public administration, law, public health, health administration, or a related field and
• Four (4) years of experience conducting research and analyzing policies, laws, rules, or regulations.

Option 4:

• Comparable combination of graduate education and experience.

Required equity competencies:

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

The required experience includes:

• Analytical Skills: Ability to evaluate complex business or technology needs.
• Strategic Planning Skills: Proficiency in diagnosing operational challenges
• Strategic Thinking Expertise: Ability to contribute to long-term organizational strategies.
• Collaboration Skills: Proficiency in aligning departmental priorities with executive goals.
• Communication Expertise: Ability to present research findings persuasively.
• Versatility: Ability to manage diverse responsibilities effectively.
• Organizational Skills: Ability to manage and integrate business activities effectively.

Special Requirements/Conditions of Employment:

• Must be able to pass an Unemployment Insurance (UI) and Paid Family Medical and Leave (PFML) claim and fraud check.

Our agency's mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.

Opportunity for All

We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

This recruitment may be used to fill additional agency-wide positions in accordance with Article 4 of the WFSE Collective Bargaining Agreement.

This Organization Participates in E-Verify