Role Description The Decision Analytics Associate is responsible for supporting data-driven decision-making by analyzing complex datasets, developing insights, and providing actionable recommendations to business stakeholders. This role bridges data analytics, business strategy, and operational execution to improve performance, efficiency, and outcomes. The ideal candidate is highly analytical, detail-oriented, and capable of translating data into meaningful business insights. - Analyze large and complex datasets to identify trends, patterns, and actionable insights - Develop reports, dashboards, and visualizations to support business decision-making - Collaborate with cross-functional teams including finance, operations, marketing, and product - Support strategic initiatives through data modeling and scenario analysis - Build and maintain data pipelines and analytical tools - Conduct ad hoc analyses to address business questions and challenges - Present findings and recommendations to stakeholders in a clear and concise manner - Ensure data accuracy, integrity, and consistency across systems - Apply statistical and analytical techniques to solve business problems - Continuously improve analytical processes and methodologies Qualifications - Bachelor's degree in Data Analytics, Statistics, Economics, Mathematics, Computer Science, or a related field required - 1 to 3 years of experience in data analysis, business analytics, or a related role - Internship or project experience in analytics or consulting environments is a plus - Strong analytical and quantitative problem-solving skills - Proficiency in data analysis tools such as SQL, Excel, Python, or R - Experience with data visualization tools such as Tableau or Power BI - Basic understanding of statistical methods and predictive modeling - Strong attention to detail and organizational skills - Excellent communication and presentation abilities - Ability to work collaboratively in a team-oriented environment - Curiosity and a proactive approach to learning and problem-solving Requirements - Annual Salary Range: $70,000 to $100,000 USD, depending on experience, education, and qualification - Eligibility for performance-based bonuses Benefits - Comprehensive health, dental, and vision insurance - 401(k) retirement plan with employer matching - Paid time off including vacation, sick leave, and holidays - Flexible work arrangements, including remote or hybrid options - Employee wellness and mental health programs - Professional development, training, and certification support - Life and disability insurance coverage - Tuition reimbursement programs Work Environment This role may be performed in a remote, hybrid setting within the United States. Standard business hours apply, with occasional extended hours based on project needs.

Role Description The WFM Analyst will perform duties and responsibilities including (but not limited to): - Leadership - Communicate with management and operations team to ensure compliance with WFM standards. - Contribute articles to Newsletter publications to improve communication with site leadership. - Collaborate with operations team to develop service level standards and determine best practices in workforce management and service levels. - Communicate orally and in writing sufficient to identify problem areas and make recommendations for improvement on system changes that impact call volumes, staffing levels, schedule efficiency and service level metrics. - Create process and procedure flows, data driven reports and presentations to identify improvement opportunities. - Participate in and/or lead small group process improvement initiatives related to enhancing workforce management processes and increasing communication with Site Management. - Experienced in Customer Acceptance Testing Procedures. - Lead projects/initiatives to completion. - Scheduling - Create and publish training and work schedule scenarios. - Manage changes to schedules to ensure adequate daily resource coverage. - Oversight and management of day-to-day schedule exceptions. - Process management requests for modifications of scheduling events such as meetings, trainings, etc. - Resolve scheduling issues with care center operations personnel. - Managing Real-time / Intra-day - Provide real-time monitoring and workforce management techniques to make intra-day adjustments to achieve business objectives. - Monitor attendance and schedule adherence. - Maintain running report of attendance incidents. - Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans to achieve business objectives for a multi-site operation. - Adhere to scheduled tasks to include Adherence Reports, Health Checks, Intra-Day / End of Day Reports, Email Responses, Skilling Requirements, Change Request Forms. - Forecasting - Model hourly and daily forecasts based on historical data. - Gather data to develop call volume and staffing forecasts. - Performing other related duties as required or assigned. Qualifications - 10+ years of related experience. - Bachelor’s Degree from an accredited College/University. Four additional years of relevant experience in lieu of college degree. - 13 or more years of demonstrated WFM experience utilizing strong quantitative, analytical, and technical aptitude skills, preferably with multi-site operations. - Experience with Genesys Workforce Management software (Genesys Cloud is a plus). Requirements - An ability to maintain a flexible work schedule including up to one hour prior and one hour after opening and closing care center times, including possible weekend coverage. - An ability to work remote in a quiet, secure location. - An ability and willingness to learn new software applications. - Skills in complex problem solving, judgment, critical thinking and decision making. - An ability to be highly organized with an emphasis on accuracy and timeliness. - An ability to organize information and have attention to detail and accurately follow procedures. - An ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time. - An ability to effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, including being sensitive to professional ethics. Benefits - Variety of medical plan options, some with Health Savings Accounts. - Dental plan options. - Vision plan. - 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. - Full flex work weeks where possible. - Paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. - 15 days of paid leave per calendar year to be used for vacations, personal business, and illness. - 10 paid holidays per year. - Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. - Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance.

• Lead exploratory interviews, discovery sessions, and workshops with agency representatives to document current workflows and identify shortcomings. • Identify key stakeholders and document their perspectives on the current intake process. • Contribute to the development of a revised intake process by reconciling current and proposed workflows and identifying issues and benefits from the user's perspective. • Develop key metrics associated with measuring the prototype's efficacy and document findings for transparency to the State. • Partner with stakeholders at all levels within MDCPS to ensure understanding, participation, and support throughout the project. • Provide bi-weekly status reports and monthly summary reports to maintain consistent communication with the State. • Organize and facilitate conference room demonstrations for key stakeholders, document feedback, and ensure the application's major functionality is presented and understood. • Contribute to the development of a technology roadmap illustrating how the developed solution could be integrated into the State's existing ecosystem. • Draft, review, revise, and submit a comprehensive final project report incorporating feedback from State officials. • Provide scrum leadership and create Agile process documentation as agreed upon with State representatives.

Role Description The Agentic Program team is being established to accelerate the development of agentic solutions to make processes more efficient and accurate. The Program team's near-term focus will be to quickly formalize a scalable process that allows us to: - Evaluate the feasibility and value of agentic solutions. - Seek leadership approval for implementation. - Develop and execute comprehensive implementation plans. - Build, test, and deploy agentic solutions effectively. - Transition solutions to O&M for sustained operation. The preferred candidate will be familiar with agentic AI solutions and have experience implementing a strategy to collect, evaluate, and implement business process solutions. Qualifications - AI Agents & Workflow Integration – Intermediate - Business Process Documentation – Advanced - Business Process Mapping – Advanced - Education Level: Bachelor’s Requirements - U.S. Citizenship Mandatory: Due to our US federal government contract, candidates for this position are required to be a US Citizen and will be subject to a background investigation. Benefits - Comprehensive benefits package. - Competitive pay.