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Medica · 8 hours ago

Workforce Management Analyst III

Hopkins, MN

Full-time

Hybrid

Mid, Senior Level

$69K/yr - $103K/yr

5+ years exp

Medica is a nonprofit health plan serving communities across multiple states. The Workforce Management Analyst III is responsible for developing forecasts and capacity plans to optimize call center operations, ensuring resource alignment with budgetary objectives.

Health CareMedical

No H1B

Responsibilities

Develop long‑term volume forecasts by analyzing historical performance trends and anticipating future business drivers

Build comprehensive staffing models incorporating multiple input variables to project future resource requirements

Create FTE forecasts aligned with operational budget targets, leveraging productivity assumptions and continuous‑improvement initiatives

Collaborate with Operations, Training, Quality, HR, and Finance to incorporate business changes into forecasts and staffing plans

Support new initiatives, product launches, and process changes by modeling operational impact

Reconcile forecasts, assumptions, and data inputs within workforce management systems to maintain accuracy and alignment

Document assumptions and provide clear business justification to support forecasting methodologies and recommendations

Perform additional responsibilities as assigned

Qualification

Data analyticsForecastingMicrosoft ExcelStaffing modelsCall center experienceAnalytical skillsFive9VerintAvaya CMS SupervisorData visualization toolsQlik SenseTableauPower BIOrganizational skillsProblem-solving skillsCommunication skillsAttention to detail

Required

Bachelor's degree or equivalent experience in related field

5 years of work experience beyond degree

Preferred

Prior experience in medium- to large-scale operational call center environments

Demonstrated ability to create, maintain, and deliver accurate forecasts and optimized schedules that achieve service-level targets and support annual budget objectives

Advanced proficiency in Microsoft Excel and strong data analytics capabilities

Proven ability to prioritize workload, meet deadlines, and manage multiple tasks with exceptional attention to detail

Strong organizational, problem-solving, and analytical skills

Excellent verbal and written communication skills, with the ability to engage professionally with stakeholders at all levels of management

Experience with Five9 and Verint preferred, experience with Avaya CMS Supervisor also acceptable

Experience with data visualization tools such as Qlik Sense, Tableau, or Power BI preferred