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Senior Analyst, Contact Center Modeling & Planning

Responsibilities:

The Senior Analyst, Contact Center Modeling & Planning provides analytical support to InnovAge’s contact center and operational teams through forecasting, capacity modeling, and initiative impact sizing. This role develops and maintains models that determine staffing requirements, workload projections, and operational performance expectations. The analyst partners with Operations, Finance, HR, and IT to support budget planning, call volume forecasting, and data driven decision-making.

This position is ideal for an experienced analyst with strong quantitative skills and proven experience in contact center forecasting or Workforce Management environments.

Essential Functions & Responsibilities

Functional Category: Forecasting & Workload Modeling

Estimated % of Time: 35%

Create and maintain forecasting models for call volume, workload, service demand, and key operational drivers.
Produce short-term, midterm, and long-range forecasts to support service levels, planning cycles, and budget inputs.
Analyze historical trends, seasonality, routing impacts, and productivity to improve forecast accuracy.

Functional Category: Capacity & Staffing Planning

Estimated % of Time: 30%

Build staffing models incorporating AHT, shrinkage, adherence, occupancy, and productivity metrics.
Produce weekly, monthly, and annual capacity plans that drive operational staffing decisions.
Analyze variance between forecasted and actual performance and recommend adjustments to leadership.

Functional Category: Business Initiative Sizing & Impact Analysis

Estimated % of Time: 15%

Conduct scenario modeling to evaluate the impact of new initiatives, policy changes, and technology enhancements.
Quantify workload, staffing, and cost impacts to support leadership decision-making.
Provide concise, actionable insights supported by clear analytical rationale.

Functional Category: Analytics, Reporting & Insights

Estimated % of Time: 15%

Develop dashboards and reporting for forecasting accuracy, staffing efficiency, call-volume trends, and key operational KPIs.
Provide executive-ready insights and recommendations that highlight risks, opportunities, and performance trends.
Identify areas for process improvement and resource optimization.

Functional Category: Cross‑Functional Collaboration

Estimated % of Time: 5%

Partner with Finance to support labor planning, budget cycles, and cost modeling.
Collaborate with IT and data teams to ensure data integrity, routing logic accuracy, and reporting consistency.
Work closely with Operations leaders and HR Recruiting to align models to real-time conditions and business priorities.

Travel Requirements

5% travel across centers and markets, including onsite meetings

Qualifications

Required

Bachelor’s degree required in Business, Finance, Economics, Mathematics, Statistics, Data Analytics, Operations Management, Industrial Engineering, or a related field.
5+ years in forecasting, Workforce Management, capacity planning, or operational analytics.
Strong quantitative and modeling skills with advanced Excel proficiency.
Experience working in contact center environments (multi-channel preferred).
Ability to translate complex data into clear, actionable recommendations for leaders.
Experience with WFM or forecasting tools (e.g., NICE, Verint, Calabrio).

Preferred

Master’s degree required in Business, Finance, Economics, Mathematics, Statistics, Data Analytics, Operations Management, Industrial Engineering, or a related field.
Experience supporting multi-site or high-volume operational functions.
Background in business operations, FP&A, or continuous improvement.
Experience with SQL, Power BI, Tableau, or other analytics tools.
Advanced experience creating or scaling capacity and forecasting models.

Benefits:

InnovAge is dedicated to empowering seniors to live independently, allowing them to age in their own homes and communities safely. InnovAge offers an alternative to nursing homes through its Program of All-inclusive Care for the Elderly (PACE), which provides enrolled seniors with customized healthcare and social support at PACE Adult Day Health Centers. These centers are staffed by medical professionals who are committed to creating personalized care plans for each participant. At InnovAge, our team members are our greatest asset and have a significant impact on the lives of our participants every day. When you join InnovAge, you'll work alongside talented, respectful, and passionate colleagues within a patient-centered care model.

InnovAge is committed to equal opportunity and affirmative action, and we strive to create a diverse and inclusive workplace. We consider all qualified candidates for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, pregnancy, or any other protected status. Salaries are determined by various factors such as qualifications, experience, and location, and do not include potential bonuses or benefits. Our extensive benefits package includes medical/dental/vision insurance, short and long-term disability, life insurance and AD&D, supplemental life insurance, flexible spending accounts, 401(k) savings, paid time off, and company-paid holidays.

Applicants are considered until the position is filled.

Posted Pay Range: $103,300 - $134,400 Additional Information:

Compensation Disclaimer

The pay may vary depending on job related factors, such as work location, experience, knowledge, skills, education, certifications, training and internal equity. InnovAge offers a comprehensive benefits package, which includes medical, dental, vision, 401(k) plan with company match, short and long-term disability, life insurance, supplemental life insurance, ADD, flexible spending account, paid time off and company paid holidays.

Attention Florida Applicants
This position requires a background screening through the Florida Care Provider Background Screening Clearinghouse.
For more information, please visit the Clearinghouse Education and Awareness website: https://info.flclearinghouse.com

Agency Disclaimer

InnovAge will not accept unsolicited resumes from search firms for this employment opportunity. Regardless of past practices, all candidates/resumes submitted by search firms to InnovAge by any means without a valid written search agreement in place for that position will be deemed the property of InnovAge and no fee will be paid in the event such candidate is hired by InnovAge.

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