workforce planning analyst

Optum

<div><p>Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start<b> Caring. Connecting. Growing together.</b></p><p></p><p><br>
In this role, you will represent the Workforce Management (WFM) team during migration for the OMNI channel implementation project, providing comprehensive WFM expertise and oversight. A thorough understanding of current real-time call delivery, scheduling practices, and capacity planning concepts is essential to replicate workforce requirements within a modern cloud-based solution. Your focus will be on ensuring that we achieve the desired business outcomes in the most efficient and straightforward manner. You will collaborate with Workforce Management partners and site leaders to ensure adequate staffing, contingency planning, and workflow monitoring throughout the migration process. Your responsibilities will include partnering with the WFM teams to communicate migration updates, participate in end-to-end testing, and be the migration resource for multiple areas of business while migrations are on-going.</p><p></p><p><br>
You will maintain and execute on the Enterprise Workforce Organization's (EWO) vision of &quot;Creating and adapting our enterprise workforce ecosystem through innovative and tailored solutions, fostering a culture of accountability, and driving operational success in a rapidly evolving global healthcare landscape.&quot;.</p><p></p><p><b><br>
Primary Responsibilities:</b></p><ul><li>
Partner with the OMNI project teams to define future state requirements and real time best practices for the call centers</li><li>
Partner with the WFM team to discuss rollout plans and gather risks that need to be shared back to the project team</li><li>
Partner with call routing to test and ensure future state is working as designed</li><li>
Partner to ensure the NOC/OCC have the ability to allocate call volumes</li><li>
Represent and be the liaison for the project team on behalf of WFM</li><li>
Utilize call center tools to provide recommendations for future state</li><li>
Ensure that system is appropriately set up to ensure WFM can effectively manage real-time inbound call traffic across multiple contact center locations to help ensure that service levels are met</li><li>
Gain an understanding of the technical and business solutions being offered and present them to leadership</li><li>
Provide training to WFM on policies, procedures, and best practices from Genesys to Amazon Connect</li><li>
Share feedback from WFM back to the project team</li><li>
Drive innovation and process improvement within Workforce Management</li><li>
Perform ad hoc reporting and analysis as needed to improve overall performance of the call center, and enable solid understanding of the business</li><li>
Complete other duties as assigned for OMNI or WFM as assigned</li><li>
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so</li></ul><p></p><p><b>
Required Qualifications:</b></p><ul><li>
Experience with call routing, IVRs, PBXs, ACDs, Amazon Connect, Genesys or CXone, CMS modifications and vendor scripting</li><li>
Proven experience in Workforce Management (WFM) within a contact center environment, with a focus on process improvement, workflow optimization, benchmarking, and evaluation methodologies</li><li>
Experience working with and influencing cross-functional teams to drive alignment and achieve business objectives.</li><li>
Solid understanding of operational and procedural aspects of call center management, backed by several years of hands-on experience.</li><li>
Demonstrated ability to collaborate effectively within a team-oriented environment</li></ul><p></p><p><b><br>
Preferred Qualifications:</b></p><ul><li>
Experience with call routing, IVRs, PBXs, ACDs, Amazon Connect, Genesys or CXone, CMS modifications and vendor scripting<br>
Project Management</li><li>
Tableau or reporting creation</li><li>
Experience with workforce planning concepts</li><li>
Experience with call center capacity planning and staffing models</li></ul><p></p><p><i><br>
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone - of every race, gender, sexuality, age, location and income - deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.</i></p><p></p><p><br>
#njp</p></div>

Workforce Planning Senior Analyst or Lead

Candidzone

<p><b>Workforce Analyst / HR Planning Analyst</b></p><ul><li>Conduct regular workforce needs assessments in collaboration with department heads.</li><li>Analyze workforce trends, forecast staffing requirements, and provide data-driven recommendations.</li><li>Support the development and implementation of manpower planning policies and procedures</li><li>Prepare and review job descriptions to ensure clarity and consistency across the organization.</li><li>Evaluate requests for position changes, additions, or deletions within the organizational structure.</li><li>Monitor and reconcile staff headcount reports with HR records on a monthly basis.</li><li>Provide analytics and reports on manpower utilization, turnover, and retention.</li><li>Ensure compliance with internal HR policies and labor regulations.</li><li>Bachelor&rsquo;s degree in Human Resources, Business Administration, or a related field.</li><li>5 years of relevant experience in manpower planning, HR analytics, or workforce management .</li></ul><p>Job Type: Permanent</p>

Workforce Analyst / HR Planning Analyst

Tata Consultancy Services (TCS)

<div></div><div><div><div><div><div>Greetings from TCS BPS!!</div><div><br>
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<div>Job Summary:</div><br>
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</div><div>Process: Workforce Management Analyst
</div><div>Location: Pune, Nagpur</div><br>
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</div><div>Skills: RTA, Adherence Calculation, FTE Calculation, Forecasting, Scheduling, Planning, Good Communication skills (Written &amp; Verbal), Good Analytical skills</div><br>
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</div><div></div><br>
<div>Eligibility:</div><br>
<div><br>
</div><div>Any Graduates with (1 Year to 3 Years) of relevant experience in WFM, Forecasting, Planning, Scheduling can apply</div><br>
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</div><div>Minimum 15yrs of regular education (10th + 12th + 3 years Graduation)</div><br>
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</div><div>Graduates through Open Universities/Correspondence graduates need not apply</div><br>
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</div><div>Willingness to work in all Shifts</div><br>
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</div><div>Relieving letters from all the previous companies are mandatory</div><br>
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</div></div></div></div><div><div><div><b>Location</b></div>
<div>Pune</div>
</div><div><div><b>Job Function</b></div>
<div>BUSINESS PROCESS SERVICES</div>
</div><div><div><b>Role</b></div>
<div>Process Expert</div>
</div><div><div><b>Job Id</b></div>
<div>377387</div>
</div><div><div><b>Desired Skills</b></div>
<div>Planning and Forecasting | WFM</div>
</div></div><p>Desired Candidate Profile
</p><div><div><b>Qualifications</b> : BACHELOR OF BUSINESS ADMINISTRATION</div></div></div><div></div>

WFM Analyst

Migrant Help

<p><strong>Migrant Help </strong>have an exciting opportunity to recruit an<strong> Resource Planning and Forecasting Analyst</strong> to join our team!</p> <p><strong>Location: </strong>Homebased<strong>Contract: </strong> 6 month fixed term (with potential to be extended or made permanent)<strong>Salary: </strong>£41,780</p> <p><strong>About us: </strong></p> <p>Migrant Help is a leading charity that was established in 1963 and delivers a range of support and advice services to people affected by displacement and exploitation across the UK. Our vision is for a global society that protects vulnerable people, treats them with respect and enables them to reach their full potential.</p> <p><strong>The Resource Planning and Forecasting Analyst role:</strong></p> <p>Part of the Eligibility Advice and Guidance Line (EAGL) Workforce Planning team, the Resource Planning and Forecasting Analyst is a new and exciting role at Migrant Help. You will help to introduce excellent contact centre knowledge and best practice across all areas of the business. Focusing on long term strategy, process improvement and advising senior stakeholders, there will be some day-to-day duties involving shift reviews, scheduling and planning offline activities and supporting our real time analyst in their role and knowledge and development.</p> <p>If you have strong analytical skills with previous experience and understanding of end to end resource planning, and are looking for an exciting role that makes a difference, we'd love to hear from you!</p> <p><strong>Key responsibilities of our Resource Planning and Forecasting Analyst:</strong></p> <ul> <li>Development, ownership, and ongoing refinement of short to mid-term forecasts and capacity plans, including knowledge of multi - channel forecasting</li><li>Create hourly / daily / weekly forecasts to ensure effective resource utilisation of FTE to meet demand profiles.</li><li>Ownership of 'variance' tracking to ensure understanding of 'actual v expected' performance.</li><li>Support the Head of resource and planning in meeting business objects and liaising with the operations teams.</li><li>Identify areas for process improvement with a focus on streamlining workflow for enhanced operational efficiency.</li><li>Present trend and variance analysis showcasing insightful recommendations to enhance performance to senior stakeholders</li><li>Support and mentor junior members of the Resource Planning team</li><li>Building shifts and scheduling offline activities in a fast-paced environment to support the delivery of KPIs</li></ul> <p><strong>The experience and skills you need to become our</strong> <strong>Resource Planning and Forecasting Analyst:</strong></p> <ul> <li>Hands on experience in building and implementing WFM tools ideally Verint / Calabrio</li><li>Previous experience of mentoring other team members</li><li>Strong analytical skills with the ability to interpret data quickly and make sound recommendations.</li><li>Ability to work in a fast-paced environment with shifting priorities.</li><li>Excellent communication and stakeholder management skills.</li></ul> <p><strong>Migrant Help is committed to safeguarding those we provide a service to, applicants will have to undergo strict vetting procedures throughout different stages of the recruitment process therefore: </strong></p> <p>This post is subject to a Disclosure and Barring Service (DBS) check</p> <p>This post is subject to a Counter Terrorism Check (CTC) therefore applicants must:</p> <ul> <li>Be able to provide a valid passport eg. 10 year full British passport, EU or non-EU Passport with indefinite leave to remain</li><li>Be able to provide continuous UK address history for the previous 5 years</li><li>Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment</li></ul> <p><strong>These are some of the benefits we offer</strong></p> <ul> <li>Our working week is 35 hours per week offering flexibility and work life balance</li><li>Enhanced family friendly provisions</li><li>Employees will gain an extra day annual leave per year to a maximum of 39 days, including bank holidays (pro-rata).</li><li>Option to buy or sell up to 5 days of annual leave</li><li>Access to Perkbox, an employee rewards and benefits platform with over 9,000 deals and discounts, a range of free perks, employee wellbeing support and other additional employee benefits and recognitions.</li><li>Wellbeing support.</li><li>Migrant Help offers employees a non-contributory pension scheme Migrant Help pays 8% worth of employee salary into the pension scheme.</li></ul> <p><strong><strong><strong>Closing Date: </strong></strong></strong>10 November 2025</p> <p>If you are interested in becoming our new <strong>Resource Planning and Forecasting Analyst</strong>, please click '<strong>APPLY' </strong>today. We look forward to hearing from you!</p> <p>As part of your role, it is important you operate within Migrant Help's values: Protection, Diversity, Equality, Partnership, Innovation and Excellence.</p> <p>Migrant Help is proud to be an equal opportunities employer. </p>

Resource Planning and Forecasting Analyst

Accenture

<p><b>Skill required:</b> Workforce Dialer - Workforce Management (WFM)<br>
<b>Designation:</b> Workforce Services Analyst<br>
<b>Qualifications:</b>Any Graduation
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<b>Years of Experience:</b>3 to 5 years
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<b>About Accenture</b><br>
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song&mdash; all powered by the world&rsquo;s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
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<b>What would you do?</b> Adaptable and flexible, Agility for quick learning, Written and verbal communication, Collaboration and interpersonal skills, Ability to work well in a team<br>
<b>What are we looking for?</b> Microsoft Excel Microsoft PowerPoint
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<b>Roles and Responsibilities:</b> Workforce Analytics Workforce Management (WFM) Adaptable and flexible Agility for quick learning Written and verbal communication Collaboration and interpersonal skills Ability to work well in a team</p>
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Any Graduation

Workforce Services 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

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