Ready to make a difference in the lives of veterans? As a Workforce Management Analyst at Fortuna BMC, you'll play a crucial role in optimizing contact center operations to ensure timely access to essential care for our nation's heroes. You will bring your expertise in workforce management to support our mission and contribute to a meaningful cause.

WHAT WE OFFER:

• Impactful Work: Contribute directly to supporting our nation's veterans by ensuring their access to essential care.

• Remote Flexibility: Work from anywhere within the US, enjoying a flexible remote setup.

• Professional Growth: Opportunity to become a subject matter expert in workforce management practices within a meaningful and dynamic environment.

• Competitive Compensation: Earn $30-$34 per hour while making a difference in the lives of others.

• Cutting-Edge Tools: Utilize Calabrio One, a leading workforce management tool, to optimize operations.

WHAT YOU'LL DO:

• Support regional networks in optimizing contact center workforce management activities, including call volume forecasting, staff scheduling, and real-time adherence monitoring.

• Utilize Calabrio One as a primary workforce management tool, contributing to its effective implementation and utilization.

• Collaborate closely with VHA WFM staff to determine appropriate staffing and scheduling based on forecasted contact volumes, ensuring timely access to care for veterans.

• Analyze workforce metrics to enhance contact center staff capacity planning and maximize staff utilization rates.

• Act as a subject matter expert on forecasting, staff scheduling, and real-time adherence monitoring practices within the organization.

• Generate comprehensive reports and visualizations to facilitate data-driven decision-making.

• Communicate effectively with internal and external stakeholders for seamless collaboration in workforce management.

WHAT YOU'LL BRING:

• 2-5 years of experience in contact center WFM-related roles.

• Strong data analysis skills to interpret workforce metrics and drive data-driven decisions.

• Excellent communication skills with clear, concise grammar for effective collaboration and insight sharing.

• Prior exposure/experience with Calabrio One WFM software is preferred.

• Must be a US citizen.

• Ability to pass Position of Trust Clearance.

Fortuna Business Management Consulting (Fortuna BMC) was founded in 2012 by practicing professionals with more than 50 combined years of experience. Our headquarters is in McClellan, California with offices in Los Angeles and New York, and satellite offices in the Philippines and Israel. Fortuna BMC is an active member of multiple California service agreements, including CMAS, ITMSA (Tier 2), CalPERS SpringFed Pool, as well as multiple municipalities and large corporation vendor pools. Visit us at www.gofortuna.com.

A drug and background screening is required for this position.