Workforce Management Analyst, DentaQuest
Core
Supports day-to-day workforce planning and operational execution across internal FTE teams and BPO partners in a contact center environment.
Role type
Workforce Management Analyst
Builds
Workforce capacity models, reports, and staffing plans for dental benefits support teams.
Domain
Insurance / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Workforce management software (NICE/IEX), forecasting, scheduling, data analysis, KPI monitoring, stakeholder liaison
Preferred skills
Workforce forecasting model development, AI-enabled tools in customer support, AWS, executive-level reporting dashboards
Technologies
NICE/IEX, Microsoft Office (Excel, Word, PowerPoint, Access, Edge), AWS
Responsibilities
Maintain and update workforce capacity models; develop and maintain reports to analyze support volume trends and vendor performance; translate workforce data into actionable recommendations for leadership; monitor real-time adherence and agent activity; forecast contact volume and staffing needs; recommend staffing and schedule changes based on volume trends.
Seniority
Mid-level, hands-on IC
