Workforce Analyst

Health Plans, Inc.; Westborough (MA); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

401(k) and Bonuses

Generous Paid-Time Off

Volunteer opportunities

Job summary

Health Plans, Inc. in Westborough, MA is seeking a Workforce Analyst to monitor and optimize real-time contact center operations. You will forecast staffing, build schedules, and generate performance reports to support decision-making and improve service levels.

Ideal candidates have an Associate's degree or equivalent, at least two years in a contact center workforce management role, and strong Excel skills. Experience with Mitel is a bonus.

Qualifications

• Associate’s degree or equivalent work experience.
• Minimum of two years’ experience in a contact center supporting workforce management.
• Experience with workforce management and data reporting is preferred.

Responsibilities

• Develop, maintain, and optimize contact center staffing schedules and shift coverage.
• Make real-time workforce adjustments based on call volume and service demands.
• Monitor real-time performance metrics and identify trends and risks.
• Manage call routing to ensure efficient handling of inquiries.
• Create and maintain workforce and performance reports for decision-making.
• Collaborate with Supervisors to review staffing effectiveness and SLAs.
• Forecast call volume and staffing needs for current and future needs.

Skills

Excel

Workforce management

Education

Associate’s degree or equivalent work experience

Tools

Mitel systems

Job description

Do you envision working for a company that has the expertise of a long-standing industry leader, but the spirit of an entrepreneur? Does the thought of making a real impact motivate and energize you? If so, HPI is the place for you. Join a team that values integrity, flexibility, loyalty, compassion and dedication—we can’t wait to meet you.

What we do

HPI is unique. A respected industry leader that’s been serving customers for over 44 years, we’re known for our innovation and adaptability. Our experience has given us our expertise, but our forward-thinking, entrepreneurial spirit has given us our strong reputation. As a third-party administrator, we offer a suite of health and benefit solutions to employers. By joining HPI, you’ll contribute to ideas that make a real difference for employers and employees nationwide. There isn’t a challenge we won’t accept and we’re looking for people who have a passion to take it on. Not just a job—a mission.

Our commitment extends beyond our clients to our own employees. We foster a supportive and inclusive work environment where innovation thrives. By investing in our team’s growth and well-being, we ensure they are equipped to provide exceptional service.

What you’ll do

The Workforce Analyst is responsible for monitoring, managing, and optimizing real-time contact center operations to ensure service levels and performance goals are consistently achieved. This role tracks call volume and email traffic, manages staff schedules, and allocates resources based on workload demands, employee availability, and skill sets. By developing, analyzing, and maintaining workforce and customer service performance reports, the Workforce Analyst forecasts staffing needs and operational trends to ensure customers receive timely, high-quality support. As a key partner to Contact Center leadership, the Workforce Analyst provides data-driven insights and recommendations to improve workforce efficiency, enhance the customer experience, and achieve critical contact center performance metrics.

The Workforce Analyst plays a critical role in ensuring optimal contact center performance by monitoring intraday operations and making real-time staffing adjustments in partnership with Supervisors to meet service level objectives. This role requires strong analytical abilities, exceptional attention to detail, and the ability to build effective working relationships across teams. The ideal candidate is experienced with workforce management and contact center technologies and possesses intermediate to advanced Excel skills for reporting, forecasting, and data analysis.

In this role, you’ll also:

• Develop, maintain, and optimize contact center staffing schedules, including shift assignments, lunches, and break coverage, to ensure exceptional service levels.
• Make real-time workforce management adjustments based on call volume, service demands, and operational priorities to maximize efficiency and customer experience.
• Monitor contact center performance metrics in real time, proactively identifying trends, risks, and opportunities for improvement.
• Manage and optimize call routing strategies, ensuring customers are directed to the appropriate resources based on call type, customer needs, and business requirements.
• Create, analyze, and maintain workforce management and contact center performance reports to support operational decision-making.
• Partner regularly with Contact Center Supervisors and Management to review performance trends, staffing effectiveness, and service level outcomes.
• Develop and maintain call volume forecasts and staffing models to support current and future business needs.
• Provide data-driven recommendations to improve workforce utilization, operational efficiency, and customer satisfaction.

What you bring

• Associate’s degree or equivalent work experience
• Minimum of two years’ experience in a contact center supporting workforce management

Bonus points if you have experience with Mitel systems!

Why choose us?

• We’re a people-first company and value giving back to our community. Ask us about our volunteer opportunities.
• Our space is a reflection of who we are—innovative, open and collaborative.
• We think feeling your best is an important factor in producing great work, so we embrace a “smart casual” dress code and work at ergonomic desks.
• Need to reenergize? When at our Westborough headquarters, take a break to chat in the onsite café, go for a walk on one of the beautiful trails in our office park, or get in a quick workout at one of the campus gyms.

Our Benefits Package

We care about you and believe the greatest gift you can give yourself, your family, and the world is a healthy you! We offer a comprehensive and competitive benefits package to help you lead a happy, healthy life, including:

• Medical, Dental and Vision and Prescription Drug Coverage
• Fitness Reimbursement Benefit
• Employee Assistance Program
• Flexible Spending Account & Health Savings Account
• 401(k) and Quarterly Bonuses
• Generous Paid-Time Off & Volunteering Opportunities
• Educational Assistance & Professional Development Opportunities

So, think you want to join the HPI team? We hope to hear from you!

You can read more about us at hpitpa.com/about-us/careers/