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HopeLink Behavioral Health · 1 month ago

Workforce Analyst

United States

Full-time

Remote

Entry Level

1+ years exp

HopeLink Behavioral Health is a long-standing organization dedicated to supporting individuals facing behavioral health challenges. The Workforce Analyst plays a crucial role in the Crisis Services program by ensuring adequate staffing and operational efficiency through monitoring, data analysis, and workforce planning.

Health Care

Responsibilities

Monitor daily attendance, schedule adherence, and shift coverage across the Crisis Services workforce

Track and report patterns in attendance, including call-outs, tardiness, early departures, and no-shows

Generate and maintain weekly and monthly workforce reports for internal review by leadership

Review and process employee leave requests and schedule change requests in accordance with agency policies

Coordinate with Supervisors and the Workforce Manager to assess staffing impact and approve or escalate leave requests as needed

Maintain up-to-date records of time-off balances, shift swaps, and other scheduling adjustments

Identify and report staffing shortages or schedule gaps in real time and recommend coverage solutions

Collaborate with leadership to support proactive staffing planning, especially during high-volume periods or known gaps (e.g., holidays, weekends)

Notify Supervisors of attendance concerns, shift deviations, or patterns requiring follow-up

Document all communications and workforce changes accurately in relevant workforce management systems

Ensure confidentiality and compliance with HR and organizational policies

Qualification

Workforce managementData analysisScheduling platformsExcelCall center experienceService-oriented mindsetAttention to detailOrganizational skillsWritten communicationVerbal communicationProblem-solvingAdaptability

Required

Bachelor's degree preferred. In lieu of a Bachelor's, 2+ years of experience in a call center environment, with experience in workforce management, ACD, IVR, and WFM systems

1-2 years of experience in scheduling, workforce management, and analysis, or administrative coordination

Strong attention to detail, organizational skills, and ability to handle confidential information

Proficient in Excel and scheduling platforms

Strong written and verbal communication skills

Company

HopeLink Behavioral Health

Established in 1963, HopeLink Behavorial Health (formerly PRS) exists so that individuals living with mental illness, substance use disorders, mild intellectual disabilities, autism spectrum disorders, and anyone who faces life crises can achieve safety, personal wellness, recovery and community integration.

Founded in 1963

Oakton, Virginia, USA

201-500 employees