Note: The job is a remote job and is open to candidates in USA. Curana Health is a healthcare organization focused on improving the health, happiness, and dignity of older adults through value-based care solutions. The Workforce Business Analyst I will support workforce planning, contact center operations, telephony platform performance, forecasting, scheduling, queue management, reporting, and operational analytics across multiple lines of business.
Responsibilities
- Manage and maintain contact center workforce operations, ensuring appropriate staffing levels, queue assignments, and schedule alignment to support service level goals
- Develop workforce forecasts, staffing plans, schedules, and capacity models to optimize operational performance and resource utilization
- Monitor call volume, queue performance, service levels, agent productivity, and workforce adherence to identify risks and recommend solutions
- Administer and support contact center telephony platforms, including system monitoring, troubleshooting, and ongoing optimization
- Analyze contact center metrics, telephony data, and operational reports to identify trends, measure performance, and provide actionable recommendations
- Generate and distribute workforce, operational, and telephony analytics reports to support business decision-making across multiple lines of business
- Investigate call-related incidents, service concerns, missed calls, voicemail issues, and other operational tickets by reviewing system data, call records, and platform analytics
- Manage queue configurations and workforce assignments to ensure calls are routed efficiently and customer service objectives are met
- Collaborate with operational leaders, technical teams, and cross-functional stakeholders to improve contact center performance, efficiency, and customer experience
- Support implementation of new technologies, workflow enhancements, system upgrades, and telephony-related initiatives
- Assist with workforce planning, staffing optimization, and operational coverage strategies
- Support mergers, acquisitions, system migrations, and organizational growth initiatives as needed
- Maintain workforce management and scheduling systems to ensure data accuracy and operational effectiveness
- Respond to operational and telephony-related issues and provide data-driven findings and recommendations
- Participate in an on-call rotation supporting a 24/7 contact center environment
- Continuously develop expertise in workforce management, contact center technologies, telephony platforms, and operational best practices
Skills
- High school diploma or equivalent required
- 1-3 years of experience in workforce management, workforce analytics, contact center operations, or a related business analyst role
- Hands-on experience with Genesys Cloud required
- Experience with workforce scheduling, forecasting, capacity planning, queue management, and service level monitoring
- Experience pulling, analyzing, and interpreting contact center metrics, telephony analytics, and operational performance reports
- Strong proficiency in Microsoft Excel and Microsoft Office Suite, including data analysis, reporting, pivot tables, and trend identification
- Experience monitoring call queues, agent utilization, and workforce performance to support operational efficiency and service level attainment
- Ability to troubleshoot telephony platforms, workforce management systems, and related contact center technologies
- Strong analytical, critical-thinking, and problem-solving skills with the ability to make data-driven recommendations
- Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment
- Strong verbal and written communication skills with the ability to effectively collaborate with stakeholders across the organization
- Ability to adapt to changing priorities, handle pressure, and thrive in a dynamic contact center environment
- Availability to participate in night, weekend, holiday, and after-hours on-call rotations is required
- Flexibility to respond to workforce management, telephony platform, and operational issues outside of standard business hours as needed
- Associate's or bachelor's degree in Business, Mathematics, Analytics, Information Systems, Operations Management, or a related field preferred
- Experience with other contact center telephony platforms such as Avaya, Cisco, Five9, NICE, or Genesys On-Premises may also be considered
- Experience with Workforce Management (WFM), Workforce Optimization (WFO), and Real-Time Adherence (RTA) tools and methodologies
- Experience supporting multi-site or multi-line-of-business contact center operations
- Experience reviewing call recordings, tickets, and contact center data to identify trends and process improvement opportunities
- Healthcare, patient services, scheduling, or healthcare contact center experience
- Experience supporting workforce planning, staffing optimization, and operational performance improvement initiatives
Company Overview