Back to jobs

Workforce Analyst (Centrum Health)

Doral, Florida, United States

Back to Career Site



We are transforming healthcare to be value-driven, creating a seamless, consumer-centric care experience that maximizes value for all.

We believe that all health consumers are entitled to high quality, coordinated healthcare. We uniquely align the interests of health consumers, providers, and payors to make high-quality healthcare accessible and affordable to all populations across the ACA Marketplace, Medicare, and Medicaid.

 

This is an onsite position to work from our headquarters office in Doral, Fl. 

 

JOB SUMMARY

The Workforce Analyst is responsible for optimizing the efficiency and effectiveness of call center operations through strategic workforce management. This role ensures that the right number of agents are scheduled and available at the right times to meet customer demand. The Workforce Analyst oversees forecasting, scheduling, and intraday performance management, centralizing these functions to enhance operational efficiency, improve customer service, and minimize costs. The Analyst will analyze data to identify trends and develop actionable insights to drive continuous improvement in call center performance.

DUTIES & RESPONSIBILITIES

The Workforce Analyst job description is intended to point out major responsibilities within the role, but it is not limited to these items.

  • Develop and maintain accurate forecasting models to predict call volumes and customer demand, ensuring optimal staffing levels.
  • Create and implement workforce plans that align with business goals and customer service objectives, adjusting forecasts as needed based on call center performance metrics.
  • Oversee and manage agent schedules, balancing operational needs with employee preferences to ensure coverage during peak times and efficient resource use during low-demand periods.
  • Monitor real-time call center performance and quickly respond to intraday issues by adjusting staffing, breaks, and other factors to maintain adherence to schedules and service level agreements (SLAs).
  • Utilize workforce management tools and software to track, analyze, and report on key performance indicators (KPIs), including forecast accuracy and schedule adherence.
  • Analyze workforce data to identify trends, inefficiencies, and opportunities for process improvement, using data-driven insights to optimize workforce management practices.
  • Implement strategies to minimize operational costs while maintaining high levels of customer service, including optimizing scheduling to control labor costs and reduce overtime.
  • Identify and implement cost-saving initiatives without compromising service quality, continuously seeking opportunities for improvement.
  • Collaborate closely with call center leadership, team leads, and other departments to align workforce management strategies with overall business objectives and communicate updates effectively.
  • Provide training and guidance to team leaders and agents on workforce management practices and tools, fostering a culture of continuous learning and improvement.

EDUCATION AND PROFESSIONAL EXPERIENCE

  • Bachelor’s degree in business administration, Operations Management, Data Analytics, or a related field required; Master’s degree preferred.
  • Minimum of 5 years of experience in workforce management, data analytics, or a similar role in a call center or customer service environment.
  • Proven experience in forecasting, scheduling, and intraday performance management, with a strong understanding of call center dynamics.
  • Proficiency in workforce management tools and software, such as NICE, Verint, or Aspect.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Bilingual in English and Spanish is preferred.

PROFESSIONAL COMPETENCIES

  • Excellent problem-solving and decision-making abilities, with a focus on operational efficiency and cost optimization.
  • Strong leadership and communication skills, capable of managing cross-functional teams and influencing stakeholders at all levels.
  • Ability to work in a fast-paced, dynamic environment and adapt to changing business needs and priorities.
  • Proficiency in data analysis and reporting, with a keen attention to detail and accuracy.
  • Strong organizational and time management skills, with the ability to manage multiple tasks and projects simultaneously.  

WORK ENVIRONMENT

The majority of work responsibilities are performed in an on-site setting, carrying out detailed work sitting at a desk/table and working on the computer.

 

 
 
As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of NeueHealth, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in NeueHealth’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.