Workforce Management Analyst (Part Time)

Title : Workforce Management Analyst (Part Time)
Location : Remote
Job Type : Contract (6 Months)
Compensation : $36 - $46 per hour W2
Industry: Health Insurance
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About the Role
Our firm is partnering with a large, mission-driven health insurance organization to identify a Workforce Management Analyst to support high-volume call center operations. This role is critical to ensuring efficient staffing, accurate reporting, and strong operational performance across customer service teams. The ideal candidate brings deep workforce management expertise and will play an important role in both day-to-day operations and a broader workforce management system transition initiative. Job Description
The Workforce Management Analyst supports call center operational teams by proactively responding to real-time events and delivering accurate, timely reporting on production, staffing, workload inventories, and performance. This role manages both scheduled and ad hoc reporting needs and uses workforce management experience and judgment to plan and complete deliverables with limited day-to-day direction.

As the organization transitions to a new workforce management platform, this role will contribute to a current-state assessment of workforce processes, reporting, and tools, and help identify optimization opportunities and transition considerations based on prior platform experience.

Key Responsibilities Include:

• Manage daily time-tracking and employee production reports; review required adjustments and communicate trends or issues to leadership
• Monitor systems and recognize outages; initiate escalation procedures and submit help desk tickets as needed
• Collaborate with operations leadership and frontline employees to balance business objectives with employee needs
• Identify opportunities for operational efficiency and process optimization; recommend and support implementation of solutions
• Assist with demand forecasting and capacity modeling to ensure staffing levels align with workload requirements
• Support workforce management team projects and ad hoc requests to meet departmental goals and initiatives
• Serve as a workforce management subject matter resource, supporting reporting, documentation, and knowledge sharing
• Participate in workforce management process assessments and support the transition to the IEX Workforce Management platform, leveraging prior platform experience

Qualifications
Required Qualifications

• 5+ years of workforce management experience in a call center environment, including reporting and analytics
• Experience with IEX Workforce Management or similar platforms (e.g., AWS, Avaya)
• Advanced proficiency in Microsoft Excel; experience with Microsoft Access strongly preferred (VB and SQL skills a plus)
• Strong understanding of call center operations and workforce management practices, including intraday management, staffing, and performance reporting
• Excellent written and verbal communication skills with the ability to collaborate across operational and business teams
• Strong analytical and problem-solving skills with the ability to quickly identify trends, issues, and recommendations
• Ability to adapt in a fast-paced, dynamic environment while maintaining a professional and collaborative approach
• Demonstrated stakeholder engagement and conflict management skills
• High school diploma or equivalent
• Legal authorization to work in the United States

Preferred Qualifications

• Experience supporting or implementing workforce management platforms, particularly IEX and/or AWS
• Experience participating in workforce management process assessments, system transitions, or optimization initiatives

Benefits
Dahl Consulting is proud to offer a comprehensive benefits package to eligible employees that will allow you to choose the best coverage to meet your familys needs. For details, please review the DAHL Benefits Summary: How to Apply
Take the first step on your new career path! To submit yourself for consideration for this role, simply click the apply button and complete our mobile-friendly online application. Once weve reviewed your application details, a recruiter will reach out to you with next steps! Equal Opportunity Statement
As an equal opportunity employer, Dahl Consulting welcomes candidates of all backgrounds and experiences to apply. If this position sounds like the right opportunity for you, we encourage you to take the next step and connect with us. We look forward to meeting you!

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