Workforce Planning Analyst - Remote

Job Summary

Homeland has partnered with a leading provider of employee benefits, specializing in dental health coverage for millions across the U.S. Our client is seeking a Workforce Planning Analyst for the Customer Contact Center to join their team...

As a Workforce Planning Analyst, you will be instrumental in enhancing the efficiency and effectiveness of our call center operations. Your role involves analyzing workforce data to forecast staffing requirements and developing strategies that ensure optimal service levels while improving the employee experience. By providing valuable insights, you will support data-driven decisions that enable our team to meet customer demands with agility and precision.

Our client is committed to optimizing the workforce that supports our dental Medicaid services, ensuring timely and effective care for our members. You will analyze call patterns and staffing needs to enhance service delivery and improve the overall customer experience. Our goal is to have the right people in the right roles at the right times, fostering seamless communication between members and their healthcare providers. Through data analysis and innovative workforce strategies, we aim to boost efficiency and satisfaction for both our team and the clients we serve, creating an environment where every member can access the dental care they need without delays or complications.

In this role, you will collaborate with a team of 2-8 to continuously monitor call center metrics in real-time, assessing staffing needs and making necessary schedule adjustments. You will analyze daily performance data to identify trends and issues, preparing summaries for management review. Additionally, you will work closely with team leaders to address operational challenges and propose data-driven solutions. Your responsibilities will also include conducting in-depth analyses of workforce performance metrics and preparing detailed reports that highlight trends, insights, and recommendations for improvement.

Responsibilities
? Proficient in collecting, interpreting, and analyzing workforce data to identify trends and inform decision-making
? Skilled in developing accurate staffing forecasts based on historical data, call volume trends, and business needs
? Expertise in creating efficient scheduling plans that balance coverage requirements with employee availability and preferences
? Familiarity with workforce management tools and software for optimizing scheduling and reporting processes
? Knowledgeable about key performance indicators (KPIs) relevant to workforce management, with the ability to monitor and report on these metrics
? Capable of identifying opportunities for process enhancements and implementing best practices to increase operational efficiency
? Effective collaborator with cross-functional teams to align workforce planning strategies with organizational goals
? Strong verbal and written communication skills for presenting findings, insights, and recommendations to stakeholders
? Ability to critically analyze data, identify trends, and draw actionable insights to support workforce planning
? Strong focus on accuracy and precision in data collection, analysis, and reporting
? Capability to identify issues and develop effective, data-driven solutions to improve operational efficiency
? Skilled in prioritizing tasks and managing multiple projects to meet deadlines in a fast-paced environment
? Strong communication skills for effectively conveying insights and collaborating with team members and stakeholders
? Flexible in adjusting to changing business needs and adapting strategies based on evolving data and circumstances
? Ability to work collaboratively within a team and across departments to achieve shared goals
? Commitment to understanding and meeting the needs of internal and external customers to ensure a positive experience
? Builds strong, approachable relationships and supports team growth through mentorship
? Readiness to lead or take action to achieve goals
? Effectively relays issues, concepts, and ideas both orally and in writing
? Goes above and beyond to make members feel seen, valued, and appreciated
? Manages and completes details of assignments with minimal oversight
? Adapts to new demands, changes, and situations
? Effectively troubleshoots complex issues, solves problems, and manages multiple tasks
? Acts with ownership for actions and decisions while maintaining confidentiality when required
? Represents personal interests fairly while seeking workable solutions for all parties involved

Requirements
? High School Diploma or equivalent, Bachelor?s Degree preferred
? 2-3 years of experience in a call center, with exposure to real-time monitoring and tactical performance management
? 2 years of experience in forecasting call volume in alignment with service levels
? 2-3 years of experience generating reports aligned with departmental KPIs/metrics
? 2-3 years of experience in logical analysis, problem-solving, and decision-making using analytics tools such as Power BI, Tableau, Access Databases, and/or Excel
? Strong interpersonal skills to effectively collaborate with all levels of staff
? Ability to make business recommendations and improvements based on system data and reporting results
? Skilled in managing a range of tasks, prioritizing responsibilities, and meeting deadlines
? Ability to maintain confidentiality
? Project planning experience with diverse internal teams preferred

Benefits

Our client provides meaningful and challenging work that fosters innovation in a secure and compliant environment, alongside a competitive compensation package. Benefits include comprehensive medical, dental, vision, life, and disability coverage for employees and their dependents with no waiting period, a 401(k) plan with company match, tuition assistance, paid parental leave, and backup family care. Their collaborative workspaces encourage creativity and talent development, while flexible time off, dress code, and work location policies promote work-life balance. The company values inclusion and diversity through Employee Resource Groups and is dedicated to social responsibility, community outreach, educational partnerships, and sustainability efforts.

Summary

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EEO Notice

Homeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request

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