New

Workforce Management Analyst

Mass General Brigham (Enterprise Services)
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Nov 10, 2025
The Ambulatory Contact Center (ACC) supports strategic operations of the Massachusetts General Brigham Hospitals and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization. The Workforce Management Analyst, under the guidance of and in collaboration with the department Manager, is responsible for key functions of ACC workforce planning. The Workforce Management Analyst is responsible for daily efforts to provide superior customer and employee experience by effectively delivering real-time (intra-day) resource management. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. - Compare actual call volume and AHT data to forecast figures to ensure that appropriate staffing standards are created and maintain. - Analyze trends such as call volume, AHT, and attendance to plan for over staffing or under staffing conditions. - Provide 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. - Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation. - Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results. - Produces staffing forecasts on a daily, weekly, monthly, and annual basis for operations. - Generates and evaluates agent staffing schedules and ensures data updates into scheduling system. - Generates short and long-term staffing models including "what if " scenarios based on service level goals. AHT, etc. and provide recommendations based on analysis. - Compares results to forecast and identify opportunities for improvement. - Prepares staffing data to support annual contact center budget process Required Education Bachelor's Degree Analytics required or Bachelor's Degree Related Field of Study required. Direct Experience Required Professional experience in workforce management, operations analysis, or similar roles Background in industries with complex staffing needs (e.g., contact centers, healthcare, retail, logistics) Experience using workforce management software and tools (e.g., Calabrio One Data Explorer, Cisco Unified Intelligence Center, Cisco Finesse) Track record of forecasting, scheduling, and capacity planning Technical Skills Required Proficiency with data analysis tools (e.g., Microsoft Excel, Tableau, Power BI) Advanced Excel skills (pivot tables, formulas, macros) Understanding of workforce management systems and reporting Familiarity with performance metrics, KPIs, and reporting dashboards Analytical and Problem-Solving Abilities Strong analytical thinking and quantitative skills Ability to interpret data trends and provide actionable insights Experience in identifying process improvements and operational efficiencies Problem-solving skills relevant to workforce optimization Communication and Interpersonal Skills Clear and effective verbal and written communication Ability to present complex data to non-technical audiences Experience collaborating with cross-functional teams (HR, operations, finance, leadership) Strong stakeholder management and customer service orientation Additional Attributes Attention to detail and organizational skills Ability to work under pressure and meet deadlines Adaptability to changing business needs and environments Demonstrated initiative and continuous learning * M-F Eastern Business hours ranging from 7:00 AM-5:30 PM EST * Quiet, secure, stable, compliant work station required Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.