Workforce Management Analyst

MedStar Health; Bridgeton (MO); On-site; USD 60,000 - 80,000; Full time

Job summary

MedStar Health is seeking a Workforce Management Analyst responsible for forecasting call volumes and scheduling for charter contact centers. The ideal candidate will have a Bachelor's degree and 2 years of experience in workforce management, utilizing tools like Microsoft Excel and Access to drive decisions that enhance operational efficiency. Join a dedicated team committed to supporting employee well-being and community representation.

Benefits

Comprehensive pay and benefits package

Opportunities for career advancement

Inclusive work culture

Qualifications

• Experience with workforce management scheduling and forecasting software for at least 2 years.
• Inbound contact center experience also required for 2 years.

Responsibilities

• Analyze call volume trends and prepare forecasts for contact centers.
• Coordinate collaboration with various departments to capture staff impacting activities.
• Manage workforce simulations to provide insight on business strategies.
• Provide long-term forecasts for management support.

Skills

Data analysis

Communication

Project management

Confidentiality

Problem-solving

Education

Bachelor's degree in statistics, business, or related field

Tools

Microsoft Excel

Microsoft Access

SQL

Oracle

Job description

The Workforce Management Analyst is responsible for analyzing call volume trends, preparing forecasts, and providing scheduling recommendations for Charter contact centers.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience

Develop and maintain a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume, create staffing requirements and generate work schedules for contact centers.

Guide and manage indirect reporting relationships with a local Workforce Supervisors and Scheduling Administrators.

Determine yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.

Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners and others to capture forecast and staff impacting activities.

Manage forecast results by provide feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology.

Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.).

Provide long-term forecasts to management and product owners in support of future strategic initiatives.

Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers.

Perform other duties as requested by supervisor.

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Demonstrated knowledge of Microsoft Excel

Demonstrated knowledge of Microsoft Access

Ability to analyze and interpret data

Ability to communicate orally and in writing in a clear and straightforward manner

Ability to communicate with all levels of management and company personnel

Ability to handle multiple projects and tasks

Ability to maintain confidentiality

Ability to supervise and motivate others

Ability to make decisions and solve problems while working under pressure

Ability to prioritize and organize effectively

Ability to show judgment and initiative and to accomplish job duties

Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)

Ability to work independently

Ability to work with others to resolve problems, handle requests or situations

Knowledge of cable television products and services

Knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc.)

Knowledge of database applications (SQL, Oracle, Access, etc.)

Required Education

Bachelors degree in statistics, business, related field, or equivalent experience

Required Related Work Experience and Number of Years

Workforce management scheduling and forecasting software - 2 years

Inbound contact center experience - 2 years

WORKING CONDITIONS

Office environment with 24-hour service capability

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CWF380 2025-56639 2025

Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.


A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.


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