Job Description We are looking for a detail-oriented and analytical Workforce Analyst to support forecasting, scheduling, and performance optimization within a newly launched healthcare call center. This role plays a critical part in ensuring we have the right resources in place to meet patient needs, achieve service goals, and support a positive patient and employee experience. The ideal candidate is comfortable with data, tools, and fast-paced environments, and brings a proactive approach to solving workforce challenges. Key Responsibilities Assist in building accurate short- and long-term forecasts based on historical data, call drivers, and business trends Support the development of agent schedules and staffing models that meet volume, shrinkage, and productivity assumptions Monitor intraday performance and adherence, identifying risks to service levels and recommending adjustments in real time Analyze call volumes, handle times, absenteeism, and occupancy trends to inform staffing and capacity planning Prepare and maintain workforce dashboards and reports that support operational visibility and decision-making Collaborate with operations, training, and recruiting teams to provide inputs on hiring, nesting timelines, and class sizes Support special projects, such as shift bids, holiday planning, and system migrations Maintain data integrity and ensure accurate use of WFM tools and platforms Contribute to process improvement initiatives by identifying efficiency opportunities and workflow enhancements Stay current on WFM best practices and healthcare call center trends to enhance accuracy and impact We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements 24 years of experience in a workforce planning or analyst role within a call center environment, Amazon Connect experience highly desired  Strong understanding of forecasting, scheduling, and real-time management principles  Experience using Amazon Connect  Advanced Excel skills and comfort with manipulating large datasets  Familiarity with healthcare call center operations and terminology is preferred  Bachelors degree in Business, Healthcare Administration, Math, or related field preferred null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.