Develop, validate, and maintain long-term and short-term staffing models for multiple claims units to support proactive staffing and hiring decisions.
Prepare executive-ready dashboards, presentations, and reports to summarize demand and capacity insights.
Understand complex business processes and technologies, question current workflows, and make recommendations to enhance efficiency.
Facilitate monthly and weekly business reviews for owned models.
Support initiatives to improve forecasting accuracy and automate capacity planning processes using analytics and data tools (Excel, SQL, Python, or Domo).
Collaborate with HR and Talent Acquisition on headcount planning and workforce strategy.
Act as a liaison between Workforce Management and Operations for budget alignment and reporting consistency.
Prioritize tasks, meet critical deadlines, and manage expectations effectively.
Perform additional tasks as needed.

3+ years of experience as a workforce business analyst, data analyst, or in a similar role.
Strong understanding of forecasting claims in call centers and non-traditional operations (highly preferred).
A data-driven, detail-oriented mindset with a commitment to using facts to achieve optimal outcomes.
Strong knowledge of Microsoft Excel.
A degree in Mathematics, Statistics, or Business.
Experience providing ongoing performance management by tracking key performance indicators.
Solid understanding of contact center operations and best practices.
Exposure to workforce management, capacity planning, and forecasting in a contact center environment.
Experience with workforce management (WFM) software (a plus).
Excellent analytical and problem-solving skills with a data-driven approach.
An inquisitive nature with the ability to identify issues in data and analysis and resolve them quickly using subject matter expertise.
Flexibility to work at any time, including nights, weekends, and holidays (base schedule is Monday–Friday).
Availability for occasional travel.

Claims Workforce Management Analyst

Key skills