workforce management analyst - Horsham, PA

Overview · The Workforce Management Analyst is responsible for the end-to-end operational performance of LHIS call center, ensuring effective forecasting, scheduling, queue management, and real-time monitoring across all call center workflows. This role manages IVR configurations ...

Job description

Overview
The Workforce Management Analyst is responsible for the end-to-end operational performance of LHIS call center, ensuring effective forecasting, scheduling, queue management, and real-time monitoring across all call center workflows. This role manages IVR configurations and enhancements, optimizes Zoom Call Center functionality, and provides the reporting and insights needed to improve agent performance, customer experience, and staffing efficiency. The Workforce Management Analyst partners closely with Sales Leadership, Agent Management, Marketing, Vendor Management, and Technology to support operational readiness, improve quality monitoring, and maintain high service levels.

Responsibilities
Workforce Planning, Forecasting & Scheduling

• Execute forecasting inputs and develop agent schedules to ensure proper staffing coverage across all queues.
• Manage intraday performance, including real-time queue monitoring, adherence tracking, and performance-to-forecast alignment.
• Escalate variances that may impact service levels, wait times, or staffing adequacy, with recommended operational actions.
• Build new reporting methods that increase transparency into pacing, agent readiness, and operational effectiveness.
• Develop and maintain reporting dashboards that provide leadership with visibility into staffing efficiency, call volume trends, agent performance, and service levels.

IVR, Call Flow Management and Performance Monitoring

• Maintain, administer, and improve the IVR, ensuring call routing is efficient, intuitive, and aligned with business needs.
• Partner with Technology and Vendor Management on IVR enhancements, logic changes, menu optimization, and troubleshooting to ensure the organization is fully leveraging Zoom Call Center functionality including dashboards, reporting, call queues, dispositions, and call handling features.
• Ensure all IVR workflows support campaign readiness, agent availability, and optimal customer experience.
• Improve and evolve call monitoring processes and agent quality scorecards in collaboration with Agent Management and QA.
• Analyze call performance data, quality trends, and productivity metrics to deliver actionable insights.
• Recommend enhancements to coaching, workflows, or system configuration based on performance findings.

Operational Readiness & Administrative Support

• Ensure call center systems, queues, and agent permissions are correctly configured and updated as business needs evolve.
• Maintain Do Not Call (DNC) list processes and compliance controls for outbound campaigns.
• Support onboarding activities for agents from a systems and access perspective, partnering with Training, Licensing, and Sales Leadership.

Qualifications
Qualifications

• 5+ years in Workforce Management, call center operations, or contact center analytics.
• Experience with call center platforms such as Zoom, Genesys, Five9, or Verint preferred.
• Proven ability to analyze performance data, identify trends, and translate findings into operational recommendations.
• Strong written and verbal communication skills with the ability to deliver clear, objective, and actionable insights to sales leadership.
• Proficiency with MS Word, PowerPoint, Excel as well as other sales support tools such as CRM software and comparative raters.
• High attention to detail and data integrity, with the ability to manage multiple workflows while maintaining accuracy and consistency.
• Demonstrated ability to work cross-functionally with Sales, Training, QA, Licensing, and Operations teams.
• High School diploma required.

EDUCATION and EXPERIENCE:

• Bachelor's degree preferred
• Minimum of 5 years in a call center or sales analytics role
• Some insurance experience preferred

Physical Demands and Work Environment
The job requires regular sitting and use of hands for handling objects, tools, or controls, with frequent talking and listening in a moderately noisy environment. There will be occasional standing, walking, and reaching with hands and arms, with rare instances of stooping, kneeling, crouching, or crawling. Lifting and moving objects up to 10 pounds is a regular part of the role. Specific vision abilities such as close vision, color vision, and the ability to adjust focus are necessary. Additionally, the employee must connect to the internet via a direct Ethernet connection, maintain a dedicated workspace to safeguard customer information, and have an internet connection with a minimum download speed of 50 Mbps and a minimum upload speed of 10 Mbps. If using shared internet, prioritizing the connection for work purposes is strongly recommended, with the preference for a dedicated connection solely for work-related tasks.

EEOC
Bayview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.