Health Bridge

Role Description 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. Key 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 messages - 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 Qualifications - 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 Key Skills & Competencies - Analytical mindset with strong attention to detail - Clear communication and cross-functional collaboration - Ability to work under pressure and manage competing deadlines - Proactive problem-solving and critical thinking - Strong organizational and documentation skills - Commitment to accuracy, service excellence, and continuous improvement