workforce management analyst

PacificSource Health Plans

<div><div>Looking for a way to make an impact and help people?</div><div></div><div><i>
Join PacificSource and help our members access quality, affordable care!</i></div><div></div><div>
PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person&rsquo;s talents and strengths.</div><div></div>
The Workforce Management Analyst is responsible for optimizing staffing and scheduling within a contact center environment to ensure service level goals are met. This role involves forecasting call volumes, analyzing performance metrics, and managing workforce management tools to support operational efficiency and customer satisfaction.<div></div><div>
Essential Responsibilities:</div><ul><li>
Analyze historical trends to develop short- and long-term forecasts for voice, chat, and text interactions.</li><li>
Collaborate with leadership to align forecasts with business goals.</li><li>
Create and manage agent schedules including shifts, breaks, training, and time-off.</li><li>
Monitor real-time adherence and adjust staffing dynamically to maintain service level targets.</li><li>
Generate daily, weekly, and monthly reports on KPIs such as occupancy, service level, shrinkage, and cost per call and present actionable insights to leadership for continuous improvement.</li><li>
Conduct root cause analysis for performance deviations.</li><li>
Administer workforce management platform.</li><li>
Maintain agent profiles and scheduling rules in WFM systems.</li><li>
Automate reporting and scheduling processes using Excel, SQL, or VBA.</li><li>
Serve as a liaison between operations, HR, and IT teams.</li><li>
Communicate staffing changes and performance updates effectively.</li><li>
Participate in strategic planning and operational review meetings.</li></ul><div></div><div>
Supporting Responsibilities:</div><ul><li>
Meet department and company performance and attendance expectations.</li><li>
Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.</li><li>
Perform other duties as assigned.</li></ul><div></div><div>
SUCCESS PROFILE</div><div></div><div>
Work Experience: Minimum of 2 years of experience in workforce management within a contact center. Experience with multi-channel environments (voice, chat, text).</div><div></div><div>
Education, Certificates, Licenses: High school diploma or equivalent required. Bachelor&rsquo;s degree in Business Administration, Statistics, Mathematics, or related field preferred.</div><div></div><div>
Knowledge: Proficiency in Microsoft Excel, Access, SQL, and workforce management software. Familiarity with call center technologies and KPIs. Strong analytical and data visualization skills. Excellent communication and interpersonal abilities. Strong organizational and multitasking skills. Ability to work independently and under pressure.</div><div></div><div>
Competencies</div><div>
Adaptability</div><div>
Building Customer Loyalty</div><div>
Building Strategic Work Relationships</div><div>
Building Trust</div><div>
Continuous Improvement</div><div>
Contributing to Team Success</div><div>
Planning and Organizing</div><div>
Work Standards</div><div></div><div>
Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time.</div><div></div><div>
Skills:</div>
Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork<div></div><div>
Our Values</div><div>
We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:</div><ul><li>
We are committed to doing the right thing.</li><li>
We are one team working toward a common goal.</li><li>
We are each responsible for customer service.</li><li>
We practice open communication at all levels of the company to foster individual, team and company growth.</li><li>
We actively participate in efforts to improve our many communities-internally and externally.</li><li>
We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.</li><li>
We encourage creativity, innovation, and the pursuit of excellence.</li></ul><div></div><div>
Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.</div><div></div><div>
Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.</div></div>

Workforce Management Analyst

<div>
 <p>
  <strong>
   Position Overview
  </strong>
 </p>
 <p>
  The Real Time Analyst monitors on a daily basis different levels of Contact Center activities and analyzes performance data in real time. Main purpose of that action is to identify weak points and suggest more efficient management solutions to supervisors and managers.
 </p>
 <p>
  Key Responsibilities
 </p>
 <p>
  &bull; Generates and delivers real-time reports to Operations Management Team
 </p>
 <p>
  &bull; Compares call forecasts with actual results to examine variances, proactively identify scheduling gaps and offers solutions to solve them.
 </p>
 <p>
  &bull; Provides performance analysis to ensure accurate, timely reporting to support business decisions.
 </p>
 <p>
  &bull; Proving support to Operations Supervisors by identifying and suggesting more efficient management solutions.
 </p>
 <p>
  &bull; Take decisions on the number of Operations Customer Experts to be in the Front-Office Group and Back-Office Group and move Operations Customer Experts from one group to another to maximize productivity and Service Level performance.
 </p>
 <p>
  &bull; Control the Service Levels.
 </p>
 <p>
  &bull; Break management.
 </p>
 <p>
  &bull; Be a true team member in Teleperformance &ndash; focused on the success of the company and the well-being of the team.
 </p>
 <p>
  &bull; Interaction with other departments to improve and maximize the project(s) results.
 </p>
 <p>
  &bull; Be an active part in the process of continuous improvement, proposing improvement and innovation methods across the department and the company (producing fresh and imaginative ideas and solutions)
 </p>
 <p>
  &bull; Ensure all Teleperformance processes, procedures and policies are fulfilled, including but not limited to GDPR - General Data Protection Regulation, GISP - Global Information Security Policies, ISS - Information Security Standard; CSR - Corporate Social Responsibility policies, Health &amp; Safety, among others.
 </p>
 <p>
  &bull; Communicate any known infractions of these Corporate Policies and procedures to Teleperformance Management immediately.
 </p>
 <p>
  ---
 </p>
 <p>
  <strong>
   Required Qualifications
  </strong>
 </p>
 <p>
  Education and specific Training:
 </p>
 <p>
  &bull; Higher Education Degree (preferential).
 </p>
 <p>
  &bull; Fluency in English (minimum B2).
 </p>
 <p>
  Work Experience:
 </p>
 <p>
  &bull; 1-2 Years of Experience in project management and implementation.
 </p>
 <p>
  &bull; Proficient in Excel, Word, and Outlook.
 </p>
 <p>
  &bull; Knowledge of SQL (Structured Query Language), BI tools or Workforce Management software is a plus.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Soft Skills &amp; Other Requirements
  </strong>
 </p>
 <p>
  Technical Skills
 </p>
 <p>
  &bull; Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint);
 </p>
 <p>
  &bull; Experience managing in Customer Experience Management operations; Competencies and specific skills
 </p>
 <p>
  &bull; Achievement oriented.
 </p>
 <p>
  &bull; Analytical ability.
 </p>
 <p>
  &bull; Initiative.
 </p>
 <p>
  &bull; Problem solving.
 </p>
 <p>
  &bull; Team building / Teamwork.
 </p>
</div>


Paychex, Inc.

<div>About Us: Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential. Overview: Responsible for the planning and execution of resource allocation strategies to meet staffing needs through the application of workforce management (WFM) methodologies. Provides multi-level forecasting, scheduling, reporting, real-time monitoring and trend analysis support to ensure frontline representatives deliver exceptional customer service. Responsibilities:
<ul><li>Coordinate coverage and completion of real-time, intra-day, daily, weekly, and monthly deliverables including short-term forecasts, schedules, reporting, and monitoring of customer interaction performance and adherence.</li></ul>
<ul><li>Partner with staff, leaders, and peers to identify business opportunities based on analysis of workforce management reports. Translate the forecast into actionable plans across multiple communication channels.</li></ul>
<ul><li>Work with strategic partners to enhance service delivery, drive efficiency, meet KPI and SLA expectations and leverage investments in technology.
</li></ul><ul><li>Monitors real-time queue and adherence to ensure service level and response time objectives are met. Evaluate peaks in customer interaction volume to troubleshoot and respond to fluctuations.
</li></ul><ul><li>Conduct weekly meetings with supported teams, to review weeks schedules, outline needs for staffing, receive any current information, and coordinate effective communication between WFM, front-line leadership and strategic partners such as Quality, Training, Finance, and Talent Acquisition.
</li></ul><ul><li>Generate and analyze reports to update management regarding performance, shrink, agent adherence / occupancy, and productivity. Provide recommendations for ongoing improvement and enhanced resource utilization.
</li></ul><ul><li>Perform updates to agent profiles, skilling, schedules, etc. Maintain accurate data within Workforce Management system. Update long-term forecasting and capacity plans as applicable. Track data points such as attrition, new hire readiness, and leaves of absence to drive forecast accuracy. Ensure all changes are completed within SLA .
</li></ul><ul><li>Maintain documentation of special / seasonal events and the impact to service centers. Track system downtime, existing support issues and unexpected customer volume to incorporate into future planning.
</li></ul><ul><li>Coordinate PTO, overtime and absence request processes to balance personnel needs and staffing needs.</li></ul>
<ul><li>Ensures maximum utilization of existing technologies to support efficient distribution of customer interactions and use of staff.</li></ul>
<ul><li>Maintain and update procedural documentation to ensure accurate and standardized processes are being followed across the team.
</li></ul><ul><li>Serve as subject matter expert to assist with training new employees and assist team members with process questions</li></ul>
Qualifications:
<ul><li>Associate's Degree - Preferred</li><li>
2 years of experience in Contact Center Operations.</li>
<li>2 years of experience in Workforce Management and/ or Planning.</li></ul>
Live the Paychex Values:
<ul><li>Act with uncompromising integrity.</li></ul>
<ul><li>Provide outstanding service and build trusted relationships.</li></ul>
<ul><li>Drive innovation in our products and services and continually improve our processes.</li></ul>
<ul><li>Work in partnership and support each other.</li></ul>
<ul><li>Be personally accountable and deliver on commitments.</li></ul>
<ul><li>Treat each other with respect and dignity.</li></ul>
Not sure if you meet every requirement?:
<div>
At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.</div><div><br>
Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.</div></div>

Momentum Solutions Egypt

<div><p><b>About Momentum Solutions Egypt</b><br>
Momentum Solutions Egypt is a dynamic office located in New Cairo, Egypt. We deliver top-tier customer care, sales support, and a growing range of business solutions for global travelers booking with FlightHub and Justfly. Powered by a dedicated and agile team, Momentum Solutions Egypt is built to scale&mdash;supporting functions from service to strategy, all while making travel seamless, accessible, and stress-free.</p>
<p><b>
Position Overview</b><br>
We are looking for a proactive Workforce Management Analyst (WFM) to join our <b>Service Department</b>. This role combines strategic forecasting and scheduling with live queue monitoring to ensure optimal agent performance and consistent service levels. If you're detail-oriented, data-driven, and thrive in fast-paced environments, this could be the perfect opportunity for you.</p>
<p><b>
What You'll Be Doing:</b></p>
<ul>
<li><b>Forecasting &amp; Analysis</b>: Utilize historical and live data from <b>Twilio</b> (calls) and <b>Quiq</b> (chats) to forecast contact volumes and agent demand across <b>five service teams</b>. Ensure optimal staffing and resource allocation to meet operational goals.</li>
<li><b>Headcount &amp; Financial Planning:</b> Manage headcount planning in coordination with Operations and HR to balance productivity, payroll budgets, and resource allocation. Support payroll and bonus forecasting by tracking staffing costs, incentive eligibility, and performance-based payouts.</li>
<li><b>Scheduling &amp; Resource Allocation:</b> Develop and maintain flexible schedules for all service teams based on forecasted volumes and operational needs. Account for shrinkage, absenteeism, and peak hours to ensure adequate coverage.</li>
<li><b>Intraday Management</b>: Monitor real-time performance and make on-the-fly adjustments to address spikes in demand or low coverage. Communicate proactively with leads to optimize occupancy and response times.</li>
<li><b>Performance &amp; KPI Ownership</b>: Monitor and drive key performance indicators such as service level, answer rate, abandonment rate, adherence, and forecast accuracy. Collaborate with Team Leads to identify trends and implement improvement strategies.</li>
<li><b>Collaboration &amp; Reporting:</b> Partner with Operations, RTAs, and BPOs to align workforce planning with business goals. Provide weekly and monthly reports on staffing, cost performance, payroll accuracy, and forecast variances for all five teams.</li>
<li><b>Bonus &amp; Incentive Management: </b>Support the calculation, validation, and reporting of team bonuses. Ensure performance metrics are accurately reflected in incentive payouts and work with leadership to improve transparency and fairness in the process.</li>
</ul>
<p><b>What You Bring:</b></p>
<ul>
<li><b>2+ years of experience</b> in Workforce Management within a service or contact center environment; exposure to the aviation or travel industry is an asset.</li>
<li>Strong <b>forecasting, analytical, and problem-solving skills</b>, particularly in multi-team environments.</li>
<li>Proven ability to manage <b>payroll, bonus structures</b>, and cost control for large teams.</li>
<li>Excellent <b>communication and organizational</b> skills with attention to detail.</li>
<li>Proactive and able to work independently in a <b>fast-paced, high-volume</b> environment.</li>
<li>Proficient in <b>Excel, Google Sheets</b>, and WFM systems (e.g., NICE IEX, Verint, or equivalent).</li>
<li>Experience collaborating with cross-functional stakeholders in Operations, Finance, and HR.</li>
</ul>
<ul><li><b>Please note this is a full-time on-site position, in the 5th Settlement in New Cairo, Egypt.</b></li></ul>
<p><b>
Benefits of Working With Us:</b></p><br>
<ul>
<li><b>Competitive Earnings</b>: Benefit from an incentive-based compensation plan, allowing you to influence your earnings directly.</li>
<li><b>Collaborative Team</b>: Work with a supportive team dedicated to shared success.</li>
<li><b>Growth Opportunities</b>: Develop your career within a company that values commitment and innovation.</li>
</ul>
<p>Explore FlightHub: https://corporate.flighthub.com/</p>
<p>
Explore Momentum: https://momentumegypt.com/careers</p></div>

Workforce Management Analyst (WFM, Service Department)

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