Competitive Compensation & Benefits Package!

Position eligible for – 

• Annual incentive bonus plan
• Medical, dental, and vision insurance with low deductible/low cost health plan
• Generous vacation and sick time accrual
• 12 paid holidays
• State Retirement (pension plan)
• 401(k) Plan with employer match
• Company paid life and disability insurance
• Wellness Programs

See attachment for additional details. 

Office Location: Hybrid/Remote Option; Gastonia, NC location

Projected Hiring Range: Depending on Experience

Closing Date: Open Until Filled

Primary Purpose of Position:  The Workforce Operations Analyst plays a pivotal role in ensuring the efficient allocation of resources to meet service level agreements (SLAs) and enhance staffing efficiencies within Partners’ Access Department. This position encompasses a wide range of responsibilities, including scheduling staff, workforce solution development, data reporting, and continuous improvement of forecasting and staffing plans. The primary role is to manage daily schedules, securing coverage replacements, and real-time monitoring and coordination to maintain service standards.

Role and Responsibilities:

• Monitor and manage multi-channel queue models (email, chat, phone) for efficiency and planning purposes.
• Conduct real-time scheduling, monitoring and coordination and adjustment of schedules to maintain service levels.
• Conduct long and short-term forecasting, capacity planning, and statistical analysis to ensure optimal staffing levels.
• Develop and manage weekly/daily staffing plans using workforce management software.
• Handle same-day and week-of scheduling changes, adjustments and notices.
• Drive continuous improvement efforts in staffing and planning processes to align with service and budget guidelines.
• Gather, analyze, and create reports and dashboards based on historical data and forecasting results.
• Compile and analyze complex data related to workforce management.
• Work with internal stakeholders, departmental leads, and managers for resource allocation.
• Lead staffing request review sessions with management and maintain open communication with team.
• Engage with team managers to share trends for discussion.
• Oversee scheduling projects from initiation to completion, ensuring timely delivery and high-quality standards.
• Collaborate with manager to identify, report, and resolve system issues.
• Maintain workforce management department/structure.
• Make strategic recommendations on staffing levels based on historical patterns and trends.
• Maintains a positive and supportive culture aligning with Partners' mission, vision and values. 
• Performs other related duties as assigned.

Knowledge, Skills and Abilities:

• Scheduling Management and Optimization
• Call Center Forecasting
• Data Analysis and Reporting
• Collaboration and Communication
• Soft skills and Teamwork
• High level of organization 
• Resiliency and adaptability
• Experience in clinical and human service fields

Education/Experience Required: Bachelor’s degree* and at least 3 years’ experience in call center technical and analytics and related areas may be substituted for degree requirement. 

Education/Experience Preferred: Bachelor’s degree * 5 years plus experience in call center technical and analytics may be substituted for degree requirement or related certifications. 

Licensure/Certification Requirements: None