1,355 Workforce Management jobs in the United States

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 300,000 members in California, Arizona, Nevada, Texas, and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit or follow us on LinkedIn; Facebook; and Twitter.

The Job

The Workforce Management Analyst is responsible for forecasting, scheduling, and real-time monitoring to ensure the Telesales and Sales Support teams are adequately staffed to meet service and performance targets. This role supports resource planning during critical periods like the Annual Enrollment Period (AEP), tracking and meeting annual budget requirements and provides key insights to optimize efficiency and agent experience. Collaborate with sales management team to obtain all the necessary information to adequately support planning, forecasting and facilitate decision making.

You Will

Workforce Planning & Forecasting

• Build and maintain volume forecasts and staffing models using historical data, seasonality trends, and input from business stakeholders.
• Align resource plans with marketing campaigns, sales goals, and enrollment timelines.
• Assist with capacity planning to support hiring and training decisions.

Scheduling & Staffing Optimization

• Create agent schedules to meet service level goals while optimizing labor efficiency.
• Monitor adherence, manage real-time staffing adjustments, and support time-off planning

Real-Time & Intraday Management

• Oversee real-time queues and system performance, responding quickly to service disruptions.
• Communicate intraday adjustments and impacts to leadership and team leads.

Reporting & Performance Analysis

• Deliver actionable reports on staffing, service levels, productivity, and forecast accuracy.
• Identify trends, gaps, and recommend improvements in processes and resourcing.
• Track and meet annual budget requirements.

Systems & Tools

• Utilize WFM software (e.g., NICE, Verint, Genesys) for scheduling, monitoring, and reporting.
• Collaborate with IT or vendors to resolve system issues and optimize tool functionality.

Collaboration & Support

• Act as the centralized WFM resource across Telesales and Sales Support functions.
• Partner with Sales, Marketing, and Operations to support shared goals and seasonal readiness.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Actively support the achievement of SCAN's Vision and Goals.

Other duties as assigned.

Your Qualifications

• Bachelor's Degree in Business, Operations, Statistics, or related field preferred; or equivalent experience
• Certified Workforce Planning Professional (CWPP), Six Sigma, or PMP a plus.
• 2-4 years in workforce management, contact center support, or sales operations, ideally in a Medicare Advantage or healthcare setting.
• Proficiency in WFM tools (e.g., Genesys, NICE, Verint, Calabrio) and strong Excel skills (pivot tables, formulas).
• Familiarity with Salesforce, Five9, Genesys Cloud, or similar platforms is a plus.
• Strong forecasting, capacity planning, and real-time monitoring capabilities.
• Ability to interpret data, identify issues, and recommend actionable improvements.
• Excellent communication skills with the ability to explain data insights to diverse stakeholders.
• Collaborative, organized, and adaptable in a fast-paced, high-volume environment.

What's in it for you?

• Base Pay Range: $25.38 to $36.33 per hour
• Work Mode: Mostly Remote
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO) along with 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

#LI-JE1

#LI-Hybrid

1 day ago Be among the first 25 applicants

This range is provided by Binding Minds Inc. (Certified Disability Owned Business Enterprise). Your actual pay will be based on your skills and experience talk with your recruiter to learn more.

$83.00/hr - $5.00/hr

Direct message the job poster from Binding Minds Inc. (Certified Disability Owned Business Enterprise)

Note:- Below are the Mandatory requirements

• BPO experience

Job Description:

Seeking an experienced and strategic Senior Workforce Manager to lead workforce capacity planning and management efforts. This pivotal role is responsible for ensuring optimal workforce operations across our global BPO partners in Central America and the Philippines. The ideal candidate will possess deep expertise in workforce management, particularly with the IEX NICE platform, and have a proven track record of managing large-scale operations with nearly 1,000 representatives.

Key Responsibilities:

• Strategic Workforce Planning: Develop and execute comprehensive workforce strategies to meet long-term business objectives and service level agreements.
• Forecasting: Utilize advanced analytical techniques to predict future workforce needs, ensuring alignment with business growth and seasonal variations.
• Scheduling: Oversee the creation and management of efficient schedules that optimize workforce availability and productivity while meeting service-level targets.
• Real-Time Management: Lead real-time analysts in monitoring and adjusting workforce performance to maintain operational efficiency and address immediate challenges.
• BPO Collaboration: Partner with BPO operations in Central America and the Philippines to ensure seamless integration and alignment with DTE Energys operational goals.
• Performance Management: Utilize the IEX NICE platform to track, analyze, and enhance workforce performance, implementing continuous improvement initiatives.
• Reporting and Analytics: Direct the reporting team to deliver accurate and timely workforce performance reports, providing actionable insights to senior leadership.
• Stakeholder Engagement: Collaborate with HR, Operations, and other key stakeholders to address workforce-related challenges, drive strategic initiatives, and support organizational goals.
• Budget Management: Oversee and manage a workforce budget of nearly 40 million, ensuring cost-effective allocation of resources and adherence to financial targets.
• Compliance and Best Practices: Ensure all workforce management practices comply with company policies and industry regulations and promote the adoption of best practices across the organization.

Qualifications:

• Bachelors degree in Business Administration, Human Resources, or a related field; Masters degree preferred.
• Minimum of 7-10 years of experience in workforce management, with at least 5 years in a senior or managerial role.
• Extensive experience supporting BPO operations in Central America and the Philippines.
• Proficiency with the IEX NICE platform and other workforce management tools.
• Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights.
• Excellent leadership and team management skills, with a proven ability to lead cross-functional teams.
• Exceptional communication and interpersonal skills, capable of influencing and engaging stakeholders at all levels.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Both of the following are mandatory requirements:

• BPO experience

Preferred Qualifications:

• Certification in workforce management or related areas.
• Experience in the energy sector or similar industries.
• Knowledge of additional workforce management technologies and methodologies.

• Seniority level Mid-Senior level

• Employment type Contract

• Job function Analyst, Consulting, and Management
• Industries Electric Power Generation and Electric Power Transmission, Control, and Distribution

Referrals increase your chances of interviewing at Binding Minds Inc. (Certified Disability Owned Business Enterprise) by 2x

Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Job Overview:

Responsible to deliver superior patient and team member experience with the purpose of optimizing 100+ agents across multiple call center teams to achieve business and telephone service level objectives. Provides real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals/business objectives. Performs continual analysis of current performance and conduct real-time reforecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals/business objectives for multi-site operation. Maintains constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results. Produces call volume and staffing forecasts on a daily, weekly, monthly, and annual basis. Generates and evaluates staffing schedules and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis. Must demonstrate competency in quantitative, analytical and technical aptitude skills with Workforce Management software and systems. Ability to proactively find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.

Job Requirements:

Associate's Degree or Diploma Business, Communication, Healthcare or other related field (Required)
3 - 4 years Customer Service experience (Required)
2 - 3 years Clerical, Call Center, Healthcare or other (Required)

Job Responsibilities:

Generates short and long-term staffing models and provides effective recommendations for staffing schedules based on analysis.
Utilizes workforce management tool to monitor volumes and collaborates with Operations leader to make real-time adjustments to achieve service goals.
Effectively communicates with Operations teams to coordinate staffing needed based on current and forecasted results.
Consistently compares results to forecast and identifies opportunities for improvement.

Other Related Information:

Excellent verbal and written skills, effective problem solving and customer service experience.

Working Conditions:

Bending - Rarely
Climbing - Rarely
Concentrating - Consistently
Continuous Learning - Frequently
Hearing: Conversation - Consistently
Hearing: Other Sounds - Occasionally
Interpersonal Communication - Frequently
Kneeling - Rarely
Lifting Lifting 50+ Lbs. - Rarely
Lifting Pulling - Occasionally
Pushing - Rarely
Reaching - Consistently
Reading - Consistently
Sitting - Consistently
Standing - Occasionally
Stooping - Rarely
Talking - Frequently
Thinking/Reasoning - Consistently
Use of Hands - Consistently
Color Vision - Consistently
Visual Acuity: Far - Occasionally
Visual Acuity: Near - Consistently
Walking - Occasionally

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:

Serve: ALWAYS.
Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel: ALWAYS.
Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
Offer patients and guests priority when waiting (lines, elevators)
Work on improving quality, safety, and service

Respect: ALWAYS.
Respect cultural and spiritual differences and honor individual preferences.
Respect everyone's opinion and contribution, regardless of title/role.
Speak positively about my team members and other departments in front of patients and guests.

Value: ALWAYS.
Value the time of others by striving to be on time, prepared and actively participating.
Pick up trash, ensuring the physical environment is clean and safe.
Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage: ALWAYS.
Acknowledge wins and frequently thank team members and others for contributions.
Show courtesy and compassion with customers, team members and the community

Join to apply for the Workforce Management Analyst role at Reyes Beverage Group

2 days ago Be among the first 25 applicants

Join to apply for the Workforce Management Analyst role at Reyes Beverage Group

Get AI-powered advice on this job and more exclusive features.

This range is provided by Reyes Beverage Group. Your actual pay will be based on your skills and experience talk with your recruiter to learn more.

$66,359.00/yr - $2,949.00/yr

Position Responsibilities:

• Create, monitor, and adjust team schedules to meet business needs, ensuring appropriate coverage throughout the day
• Assist in the development and execution of operational strategies, reports, and technology that align with overall business objectives
• Assist in budgeting and tracking of operational expenses, cost to serve, & cost per interaction
• Generate and review daily/weekly/monthly performance KPI and report to respective stakeholders
• Conduct data analysis to identify trends, inefficiencies, and opportunities for operational enhancement, & present insights and recommendations based on findings
• Generate and report forecasting using our suites and tools, & support ad hoc forecasting/reports requested by leadership
• Other duties as assigned
  
  

• Bachelors Degree and 3 plus years of related experience or High School Diploma/General Education Diploma and 6 plus years of specific experience
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Project Management and Information Technology
• Industries Food & Beverages

Referrals increase your chances of interviewing at Reyes Beverage Group by 2x

Chicago, IL 150,000.00- 213,000.00 3 days ago

Bolingbrook, IL 57,300.00- 78,000.00 1 day ago

Chicago, IL 124,000.00- 176,000.00 2 weeks ago

Chicago, IL 66,359.00- 82,949.00 2 days ago

Downers Grove, IL 125,000.00- 150,000.00 3 weeks ago

Greater Chicago Area 55,000.00- 65,000.00 1 week ago

Chicago, IL 130,800.00- 241,000.00 4 days ago

Chicago, IL 60,000.00- 75,000.00 2 weeks ago

Chicago, IL 64,100.00- 64,100.00 2 days ago

Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

A leading organization is seeking a Workforce Management Analyst to support its service and operations team. This role is responsible for short-term workforce planning, creating and maintaining optimized schedules, and ensuring staffing aligns with business priorities. The ideal candidate will bring a data-driven mindset, proficient communication skills, and deep experience with NICE WFM software. Required Qualifications: Experience with NICE IEX or similar.

Responsibilities:

Position Responsibilities: ?

• Create, monitor, and adjust team schedules to meet business needs, ensuring appropriate coverage throughout the day
• Assist in the development and execution of operational strategies, reports, and technology that align with overall business objectives
• Assist in budgeting and tracking of operational expenses, cost to serve, & cost per interaction
• Generate and review daily/weekly/monthly performance KPI and report to respective stakeholders
• Conduct data analysis to identify trends, inefficiencies, and opportunities for operational enhancement, & present insights and recommendations based on findings
• Generate and report forecasting using our suites and tools, & support ad hoc forecasting/reports requested by leadership
• Other duties as assigned

Required Education and Experience: ?

• Bachelors Degree and 3 plus years of related experience or High School Diploma/General Education Diploma and 6 plus years of specific experience

The St. Louis Support Services Division for Enterprise Mobility currently has an exciting opportunity for Workforce Management Analyst!

ABOUT THE ROLE

The Workforce Management Analyst understands business strategies, interprets and develops staffing plans, and analyzes and applies workforce management concepts to ensure adequate scheduling of resources for supported teams. This position provides forecasting and monitors real-time work queues, analyzes trends, and recommends options to adjust scheduling plans to meet business needs.

We offer a robust Benefits Package including, but not limited to:

• Paid Time Off
• Health, Dental, Vision insurance; Life Insurance; Prescription coverage (employees scheduled for 30+ hours)
• Employee discounts on car rentals, car purchases and much more!
• 401(k) retirement plan with company match and profit sharing
• Educational Assistance (full time - 40+ hours only)

ABOUT THE JOB

This role offers a hybrid work environment requiring at least 3 days in the office, which will primarily be based out of our office in Weldon Springs but could also work out of our Maryland Heights and Corporate Campus (Clayton) location. This opportunity has a schedule of Monday - Friday with start time from 7:00-8:00am CST with flexibility needed based on business needs. The starting pay for this role is $61,000/yr. Compensation decisions will be made based on factors that include but are not limited to experience, education, location, and skill level.

ABOUT THE TEAM

Enterprise Mobilitys Support Services teams are responsible for Global Call Center Operations, Replacement Rental Services Support, Information Management, Customer Service Metric Programs, North American Roadside Assistance, Sales Support, Small Business Programs and Technical Support Helpdesks. This team consists of over 4,000 customer service professionals, support staff and management around the globe in 15 different countries with 70+ million customer contacts handled annually.

• Analyze, interpret, and validate data using internal workforce management and contact center applications to create short-term and long-term staffing forecasts and related reporting
• Collaborate with various levels of management to understand business needs and trends to develop positive working relationships and resolve scheduling issues
• Evaluate, document, and adjust forecasts as necessary to account for actual volumes compared to forecast, and recommend changes to enhance productivity and customer satisfaction
• Evaluate trends including workload, arrival patterns, staff productivity, staffing levels, etc. to proactively make recommendations on adjusting the scheduling plan, providing actionable steps to resolve issues
• Monitor real-time work queues, analyzing to maintain optimal staffing levels, utilizing the schedule bidding process and tools like voluntary time off to resolve gaps in scheduling working to meet forecasted requirements

Equal Opportunity Employer/Disability/Veterans

• Must live in the state of Missouri and be willing and able to travel to the St. Louis offices weekly as needed
• Minimum (1) one year of Workforce Management experience preferred
• Bachelor's degree in Mathematics, Statistics, Data Analytics, or MBA required
• Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
• Must be at least 18 years old

WFH Technical Qualifications for your home office:

• The address on your application must be your current, accurate permanent address
• Must have access to a cell phone to validate security information authentication
• Must have reliable and consistent high-speed internet access provided by a cable or fiber provider (no DSL, satellite or wireless)
• Minimum upload speed of 10 mbps and minimum download speed of 100 mbps
• Use of wireless, hotspot or WiFi air cards are NOT ALLOWED

*Enterprise reserves the right to verify that your PC and internet meets or exceeds these requirements

At Horace Mann , we're committed to supporting the educators and public servants who support our communities. As we scale our Contact Center capabilities, we're searching for a Workforce Management (WFM) Analyst who is passionate about using data to drive efficiency, service quality, and strategic resource planning.

This role is key to keeping our Contact Centers operating at peak performance - ensuring the right people are in the right place at the right time.

About the Role

As our WFM Analyst you'll be the strategic and operational heartbeat of our Workforce Management function, supporting both inbound and outbound Contact Centers . You'll own everything from intraday staffing decisions to long-term forecasting and schedule optimization.

You'll work closely with Contact Center leadership, front-line teams, and business partners to ensure we're aligned, efficient, and delivering world-class service.

Key Responsibilities

• Oversee all aspects of Workforce Management (WFM) across multiple Contact Centers.
• Monitor and manage real-time staffing , call flow , and skill prioritization to ensure smooth operations.
• Proactively adjust intraday plans in response to unforeseen events to maintain service level goals.
• Analyze trends and provide data-driven recommendations to optimize scheduling and resource allocation .
• Create and manage forecasting models for contact volumes and staffing needs, considering seasonal shifts and business initiatives.
• Lead shift bid processes , ensuring fair and transparent communication.
• Works in collaboration with Contact Center leadership, managers, individual Contact Center representatives, and other business units as appropriate.
• Partner with leadership to improve team performance and Contact Center efficiency.
• Deliver training on workforce systems and best practices to agents, team leads, and cross-functional stakeholders.
• Maintain a pulse on real-time queue adherence , balancing service areas including voice, email, chat, and processing support.

• H.S. Diploma or GED equivalent, required.
• Two years of college or equivalent business experience.
• Prior scheduling/workforce management experience, preferred.
• Experience with NICE EXL, preferred.
• Normal work environment.
• Deadlines and deliverables may extend beyond normal office hours.
• Requires organizational, time management, multi-tasking, and planning abilities.
• Requires strong communication skills with an emphasis on diplomacy.

• $61,900.00 - $1,300.00/annually

At Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to our employees to provide competitive rates and compensation programs. Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement. We also provide attractive working conditions and opportunities for career growth through professional development.

Discover why Cooper University Health Care is the employer of choice in South Jersey.

The Workforce Coordinator is responsible for ensuring optimal staffing levels to meet operational demands while fostering a positive work environment for employees. Key responsibilities include monitoring daily staffing, collaborating with department managers for shift coverage, assisting in recruitment and onboarding processes, and maintaining accurate records of employee availability and skills. Additionally, the coordinator tracks attendance and manages time-off requests, all while contributing to strategic workforce planning initiatives. The role requires strong organizational, problem-solving, and communication skills, as well as adaptability to changing circumstances.

• 0-2 years of experience.
• 3-5 years of experience preferred

• High School Diploma/GED; bachelor's degree preferred

• Proactively monitor daily staffing levels, making necessary adjustments to schedules to effectively support operational requirements.
• Collaborate closely with department managers to ensure that all shifts are sufficiently covered.
• Provide support in the recruitment, hiring, and onboarding processes for new employees, contributing to a seamless integration
• Develop and maintain employee schedules, managing shift swaps and coverage for absences to facilitate a smooth workflow.
• Maintain accurate records of employee availability and skill sets to ensure optimal staffing decisions.
• Work in partnership with Human Resources and management on strategic workforce planning initiatives.
• Track and record employee attendance while managing time-off requests in a fair and consistent manner.
• Meet all KPI requirements