L.A. Care Health Plan · 17 hours ago
Workforce Management Analyst II
Los Angeles, CA
Full-time
Onsite
Entry, Mid Level
$61K/yr - $91K/yr
2+ years expL.A. Care Health Plan is the nation’s largest publicly operated health plan, established to provide health coverage to low-income Los Angeles County residents. The Workforce Management Analyst II supports operations by forecasting workload, planning staffing, creating schedules, and monitoring performance to ensure service level goals are met.
FitnessGovernmentHealth Care
Responsibilities
Analyzes historical workload data to develop short-, mid-, and long-term volume forecasts
Builds staffing models to identify required headcount based on service levels and department specific targets
Tracks forecast accuracy and recommends adjustments to improve planning precision
Creates schedules aligned with forecasted volumes
Manages schedule changes, shift bids, rotations, Personal Time Off (PTO) allocations, and offline scheduled activities
Ensures optimal staffing coverage to balance service quality and cost efficiency
Monitors real-time workload queue performance and staffing levels
Recommends and executes intraday actions to maintain service targets
Communicates operational impacts and escalations to department leadership
Prepares daily/weekly/monthly productivity and performance reports
Identifies trends and provides analysis to support process improvements and operational decisions
Conducts root-cause analysis for service level misses or staffing issues
Maintains WFM systems, ensuring accurate configuration and data integrity
Improves workflows through automation, reporting enhancements, and best practices
Supports new initiatives, product launches, and volume-impacting changes with data-driven insights
Supports skilling activities to respond to real-time workload queue conditions
Uses established guidelines, process exception requests as submitted by contact center agents and supervisors within the assigned timelines
Processes exceptions to schedules to support training, coaching and meeting requests while ensuring that there is adequate coverage for all contact center channels
Performs other duties as assigned
Qualification
Required
Associate's Degree
At least 2 years of workforce management experience in a contact center environment
Extensive experience with forecasting and scheduling activities
Demonstrated experience finding multiple solutions to complex problems
Strong experience and understanding of staffing, work queues, and performance measurements
Knowledge of WFM tools
Ability to interpret WFM data to assist with determining staffing needs
Strong analytical and problem-solving skills
Strong attention to detail and accuracy skills
Ability to learn new systems quickly with minimal support
Proficient skills in Excel (formulas and pivot tables)
Proven ability to meet goals and deadlines
Ability to manage multiple priorities and tasks in a fast-paced environment
Preferred
Bachelor's Degree
Benefits
Paid Time Off (PTO)
Tuition Reimbursement
Retirement Plans
Medical, Dental and Vision
Wellness Program
Volunteer Time Off (VTO)
Company
L.A. Care Health Plan
L.A. Care’s mission is to provide access to quality health care for L.A.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Melanie Rainer
Chief Strategy and Transformation Officer
Recent News
MarketScreener
2025-08-27
2025-08-04
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