Workforce Business Analyst I

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🧐 Business Analyst

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Curana Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

🤝 B2B

⚕️ Healthcare Insurance

Healthcare • B2B • Healthcare Insurance

Curana Health is a healthcare provider focused on senior primary care and on-site clinical services in skilled nursing and senior living communities. The company partners with operators, payors, and Medicare Advantage plans to implement value-based care models, offering physician-led care teams, medical director services, care coordination (including RPM and APCM), behavioral health, and palliative care. Curana emphasizes reducing hospital readmissions, falls, and polypharmacy while improving resident satisfaction through integrated, community-based care supported by technology and payor partnerships.

📋 Description

• Manage and maintain contact center workforce operations, staffing levels, queue assignments, and schedule alignment • Develop workforce forecasts, staffing plans, schedules, and capacity models • Monitor call volume, queue performance, service levels, agent productivity, and workforce adherence • Administer, monitor, troubleshoot, and optimize contact center telephony platforms • Analyze contact center metrics, telephony data, and operational reports • Generate and distribute workforce, operational, and telephony analytics reports • Investigate call-related incidents, service concerns, missed calls, voicemail issues, and operational tickets • Manage queue configurations and workforce assignments • Collaborate with operational leaders, technical teams, and cross-functional stakeholders • Support new technologies, workflow enhancements, system upgrades, and telephony initiatives • Support workforce planning, staffing optimization, and operational coverage strategies • Support mergers, acquisitions, system migrations, and organizational growth initiatives • Maintain workforce management and scheduling systems • Respond to operational and telephony-related issues with data-driven findings and recommendations • Participate in an on-call rotation supporting a 24/7 contact center • Develop expertise in workforce management, contact center technologies, telephony platforms, and operational best practices

🎯 Requirements

• High school diploma or equivalent required; associate's or bachelor's degree in Business, Mathematics, Analytics, Information Systems, Operations Management, or a related field preferred • 1-3 years of experience in workforce management, workforce analytics, contact center operations, or a related business analyst role • Hands-on experience with Genesys Cloud required; experience with Avaya, Cisco, Five9, NICE, or Genesys On-Premises may also be considered • Experience with workforce scheduling, forecasting, capacity planning, queue management, and service level monitoring • Experience pulling, analyzing, and interpreting contact center metrics, telephony analytics, and operational performance reports • Strong proficiency in Microsoft Excel and Microsoft Office Suite, including data analysis, reporting, pivot tables, and trend identification • Experience monitoring call queues, agent utilization, and workforce performance • Ability to troubleshoot telephony platforms, workforce management systems, and related contact center technologies • Strong analytical, critical-thinking, and problem-solving skills • Excellent organizational skills and ability to manage multiple priorities • Strong verbal and written communication skills • Ability to adapt to changing priorities, handle pressure, and thrive in a dynamic contact center environment • Availability to participate in night, weekend, holiday, and after-hours on-call rotations • Flexibility to respond to issues outside standard business hours • Company unable to provide visa sponsorship