Workforce Management Analyst – Forecasting, Capacity Planning

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🕒 Yesterday

🇺🇸 United States – Remote

💵 $67.5k - $86.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Business Analyst

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Public Partnerships | PPL

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

⚕️ Healthcare Insurance

🤝 B2B

Healthcare Insurance • B2B

Public Partnerships | PPL is a provider of financial management and administrative services that enable self-directed Medicaid long-term care. The company helps eligible Medicaid participants hire and manage caregivers (including family or friends), handles payroll, payments, tax and compliance paperwork, and offers online tools and support to participants, caregivers, and program administrators. PPL partners with state Medicaid agencies and managed care organizations to administer self-directed care programs across multiple states, aiming to simplify program administration and keep people in their homes.

📋 Description

• Ensure contact center service levels by delivering accurate volume forecasts and staffing models • Translate demand into capacity and headcount requirements while accounting for seasonality • Analyze forecast accuracy and staff planning performance • Build scenario models for new initiatives and produce data-driven recommendations • Develop and own capacity models that convert forecasts into staffing requirements • Create and manage the annual capacity budget • Track and model Shrinkage, Attrition, and Adherence • Convert forecasts to intra-day volume and requirements to hand off to Real-time and Scheduling partners

🎯 Requirements

• Bachelor's degree in an equivalent discipline • 5+ years’ Workforce Management experience with 3+ being in Forecasting or Capacity Planning preferred • Strong proficiency in Excel • Functional knowledge of Erlang C and Regression Analysis • 2+ years of experience with WFM tools (NICE, Aspect, etc.) and ACD tools • Strong ability to prioritize workload, meet deadlines, and manage multiple tasks with attention to detail • Ability to confidently present data and analysis to multiple stakeholders • Strong understanding of contact center metrics and targets • Excellent attention to detail and ability to manage time effectively

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Flexible work arrangements • Professional development opportunities