Workforce Management Analyst

The Workforce Management Analyst is responsible for creating and maintaining daily schedules for the call center, encompassing inbound, outbound, and back-office channels. This role involves performing real-time monitoring duties, tracking daily attendance, intraday queue performance, schedule adherence, occupancy, and other Workforce KPIs. The specialist will adjust schedules and work assignments to ensure goals are met and service level agreements are achieved by scheduling agents for calls, chats, and emails across multiple locations. Key responsibilities include analyzing PTO submissions and approving or denying them based on business needs, in collaboration with the Workforce Management and Supervisor Team in member care. The specialist will serve as the point of contact for identifying unexpected changes that may require scheduling adjustments and task reprioritization.