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L.A. Care Health Plan · 23 hours ago

Workforce Management Analyst I

1200 Building

Full-time

Onsite

Entry Level

$55K/yr - $83K/yr

2+ years exp

L.A. Care Health Plan is an independent public agency created to provide health coverage to low-income residents of Los Angeles County. The Workforce Management Analyst I supports scheduling, forecasting, and monitoring of contact center operations, ensuring staffing levels meet service demands and generating performance reports.

FitnessGovernmentHealth Care

Responsibilities

Provides real-time monitoring and management of department’s queues, back-office, and production workload. Prepares reports on updates related to call performance, back-office and production workload, service levels, adherence to schedule, and overall staffing. (45%)

Assists in creating ad-hoc reports and analysis as requested by department and senior leadership. Documents intraday events and escalates issues to WFM team and department leadership as needed. Monitors adherence to schedule activities and excessive state durations, where applicable. (10%)

Collaborates with department leaders to address staff behaviors. Recommends real-time schedule changes. Identifies efficiency opportunities. Optimizes scheduled breaks and lunches as resource requirements change. Determines the need for extra work hours and/or early departures. Assess availability for offline functions and approves/denies as required. Reviews and responds to schedule change requests. Assists with the creation of all schedule runs and schedule bids/changes. (10%)

Supports senior analysts by organizing historical data used for work volume and staffing forecasts. Helps identify patterns or variances in work volume trends. (5%)

Supports skilling activities to respond to real-time workload queue conditions. (10%)

Uses established guidelines, process exception requests as submitted by department’s 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 departments channels. (10%)

Performs other duties as assigned. (10%)