Senior Management Analyst – Data & Workforce Ops (Remote)

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

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.