Workforce Analyst

Health Bridge

17h

About The Position

HealthBridge Financial, Inc. is a first-of-its kind financial security solution that provides a resource to help patients bridge the gap between the high cost of healthcare and their financial well-being. Overview The Workforce Analyst is responsible for forecasting volumes, scheduling staff, monitoring real-time performance, and optimizing workforce utilization to ensure service level targets and operational efficiencies are met. This role plays a critical part in ensuring we have the right resources in place to meet patient needs, achieve service goals, and support a positive patient and employee experience. This role bridges operations, data analysis, and workforce planning to balance call and collection demand with staffing resources.

Requirements

2–4 years of experience in a workforce planning or analyst role within a call center environment, Amazon Connect experience highly desired
Strong understanding of forecasting, scheduling, and real-time management principles
Experience using WFM tools (e.g., NICE, Verint, Genesys, Calabrio, or similar) and analytics platforms
Advanced Excel skills and comfort with manipulating large datasets
Familiarity with healthcare call center operations and terminology is preferred
Bachelor’s degree in Business, Healthcare Administration, Math, or related field preferred

Nice To Haves

Familiarity with healthcare call center operations and terminology is preferred
Bachelor’s degree in Business, Healthcare Administration, Math, or related field preferred

Responsibilities

Develop short- and long-term workload forecasts based on historical data, call drivers, and business trends
Create optimized agent schedules and staffing models that meet volume, shrinkage, and productivity assumptions
Monitor intraday performance and adherence,identifying risks to service levels and recommending adjustments in real time
Analyze historical call volumes, handle times, absenteeism, and occupancy trends to inform staffing and capacity planning
Prepare and maintain workforce dashboards and reports that support operational visibility and decision-making
Collaborate with operations, training, and recruiting teams to provide inputs on hiring, nesting timelines, and class sizes
Support special projects, such as shift bids, holiday planning,system migrations, phone closures and closure message
Maintain data integrity and ensure accurate use of WFM tools and platforms
Contribute to process improvement initiatives by identifying efficiency opportunities and workflow enhancements
Stay current on WFM best practices and healthcare call center trends to enhance accuracy and impact
Adjust forecasts using real-time performance insights
Ensure adequate coverage across queues, skill sets and channels
Maintain adherence to labor rules and company policies including tracking ESTA hours
Recommend real time adjustments (break changes, overtime, re-skilling)
Produce daily,weekly and monthly performance reports and analyze Service Levels, AHT, Occupancy, Shrinkage, Adherence and Abandonment Rate
Support capacity planning and budgeting
Identify efficiency opportunities through trend analysis
Any other request from management