Medica
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Workforce Management Analyst III
role at
Medica
2 days ago Be among the first 25 applicants
Join to apply for the
Workforce Management Analyst III
role at
Medica
Get AI-powered advice on this job and more exclusive features.
Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.
We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.
The Workforce Management Analyst is responsible for developing long‑term forecasts and capacity plans to support call center operations. This role emphasizes the creation of staffing models and the production of accurate, data‑driven forecasts to optimize operational performance and align resource needs with budgetary objectives. The position does not include real‑time queue management or scheduling responsibilities.
Key Accountabilities
Develop long‑term volume forecasts by analyzing historical performance trends and anticipating future business drivers
Build comprehensive staffing models incorporating multiple input variables to project future resource requirements
Create FTE forecasts aligned with operational budget targets, leveraging productivity assumptions and continuous‑improvement initiatives
Collaborate with Operations, Training, Quality, HR, and Finance to incorporate business changes into forecasts and staffing plans
Support new initiatives, product launches, and process changes by modeling operational impact
Reconcile forecasts, assumptions, and data inputs within workforce management systems to maintain accuracy and alignment
Document assumptions and provide clear business justification to support forecasting methodologies and recommendations
Perform additional responsibilities as assigned
Required Qualifications
Bachelor's degree or equivalent experience in related field
5 years of work experience beyond degree
Preferred Qualifications
Prior experience in medium‑to‑large operational call center environments
Demonstrated ability to create, maintain, and deliver accurate forecasts and optimized schedules that achieve service‑level targets and support annual budget objectives
Advanced proficiency in Microsoft Excel and strong data analytics capabilities
Proven ability to prioritize workload, meet deadlines, and manage multiple tasks with exceptional attention to detail
Strong organizational, problem‑solving, and analytical skills
Excellent verbal and written communication skills, with the ability to engage professionally with stakeholders at all levels of management
Experience with Five9 and Verint preferred, experience with Avaya CMS Supervisor also acceptable
Experience with data visualization tools such as Qlik Sense, Tableau, or Power BI preferred
This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations: Minnetonka, MN or Madison, WI.
The full salary grade for this position is $68,800 - $118,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $68,800 - $103,215. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to compensation, Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.
The compensation and benefits information is provided as of the date of this posting. Medica’s compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.
Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.
We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.
Referrals increase your chances of interviewing at Medica by 2x
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Workforce Management Analyst III
role at
Medica
2 days ago Be among the first 25 applicants
Join to apply for the
Workforce Management Analyst III
role at
Medica
Get AI-powered advice on this job and more exclusive features.
Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.
We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.
The Workforce Management Analyst is responsible for developing long‑term forecasts and capacity plans to support call center operations. This role emphasizes the creation of staffing models and the production of accurate, data‑driven forecasts to optimize operational performance and align resource needs with budgetary objectives. The position does not include real‑time queue management or scheduling responsibilities.
Key Accountabilities
Develop long‑term volume forecasts by analyzing historical performance trends and anticipating future business drivers
Build comprehensive staffing models incorporating multiple input variables to project future resource requirements
Create FTE forecasts aligned with operational budget targets, leveraging productivity assumptions and continuous‑improvement initiatives
Collaborate with Operations, Training, Quality, HR, and Finance to incorporate business changes into forecasts and staffing plans
Support new initiatives, product launches, and process changes by modeling operational impact
Reconcile forecasts, assumptions, and data inputs within workforce management systems to maintain accuracy and alignment
Document assumptions and provide clear business justification to support forecasting methodologies and recommendations
Perform additional responsibilities as assigned
Required Qualifications
Bachelor's degree or equivalent experience in related field
5 years of work experience beyond degree
Preferred Qualifications
Prior experience in medium‑to‑large operational call center environments
Demonstrated ability to create, maintain, and deliver accurate forecasts and optimized schedules that achieve service‑level targets and support annual budget objectives
Advanced proficiency in Microsoft Excel and strong data analytics capabilities
Proven ability to prioritize workload, meet deadlines, and manage multiple tasks with exceptional attention to detail
Strong organizational, problem‑solving, and analytical skills
Excellent verbal and written communication skills, with the ability to engage professionally with stakeholders at all levels of management
Experience with Five9 and Verint preferred, experience with Avaya CMS Supervisor also acceptable
Experience with data visualization tools such as Qlik Sense, Tableau, or Power BI preferred
This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations: Minnetonka, MN or Madison, WI.
The full salary grade for this position is $68,800 - $118,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $68,800 - $103,215. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to compensation, Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.
The compensation and benefits information is provided as of the date of this posting. Medica’s compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.
Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.
We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.
Referrals increase your chances of interviewing at Medica by 2x
#J-18808-Ljbffr