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Customer Solution Center Workforce Management Analyst I

Job Category:  Information Technology
Department:  Customer Solution Call Center

Los Angeles, CA, US, 90017

Position Type:  Full Time
Requisition ID:  7745


Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members in five health plans, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

As a condition of employment, L.A. Care requires a COVID-19 vaccine. This requirement includes our remote workforce. If you would like to request an exemption, L.A. Care has implemented a process to consider exemptions, for documented medical conditions and sincerely held religious beliefs. L.A. Care will review all exemption requests prior to proceeding with the recruitment process.

Job Summary

The Customer Solution Center Workforce Management (WFM) Analyst I is primarily responsible for real-time management of the call center queues, schedule maintenance and the management of exceptions.


Real-time monitoring and management of call center queues; to include, but not limited to: monitors for agent adherence to scheduled activities; excessive state durations; collaborates with call center leads and supervisors to manage agent behaviors; Recommend real-time schedule changes and identify efficiency opportunities. Skilling agents to respond to real time queue conditions and performing start and end of day skilling activities as assigned. (40%)


Optimizes scheduled breaks and lunches as resource requirements change, determine need for extra hours and/or leave early, assess availability for offline functions and approve/deny as required. Reviews and responds to schedule change requests. Updates schedules with last minute changes. Assists with the creation of all schedule runs and schedule bids/changes. (25%)


Uses established guidelines, process exception requests as submitted by call center agents and supervisors within the assigned timelines. Processes exceptions to schedules to support training, coaching and meeting requests while ensuring that there is adequate coverage for the call center queues. Evaluates and suggest alternate avenues for supporting off phone activities where queue coverage is limited. (25%)


Perform other duties as assigned. (10%)

Education Required

High School Diploma/or High School Equivalency Certificate
In lieu of degree, equivalent education and/or experience may be considered.

Education Preferred

Associate's or Bachelor's Degree


At least 0 - 2 years of contact center experience including real time adherence.


Demonstrated experience finding multiple solutions to complex problems.


Experience and understanding of staffing, queues, and performance measurements.


Practical, hands-on experience with workforce management tools.


Experience in a multi-lingual, culturally-sensitive environment a plus.


Hands on experience with WFM Nice IEX Software. Contact center analytics and experience with queue monitoring software (Cisco)


Strong real time Analytical skills.


Ability to interpret WFM data to assist with determining staffing needs.


Intermediate computer proficiency, specifically Word and Excel.


Familiarity with call center terminology.


Superior customer service, communication, and problem–solving skills. 


Proven ability to learn new tools, techniques and skills.


Proven ability to meet goals and deadlines.


Adept at managing multiple priorities and tasks in a fast-paced environment.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Additional Information


L.A. Care offers a wide range of benefits including

  • Paid Time Off (PTO)
  • Tuition Reimbursement
  • Retirement Plans
  • Medical, Dental and Vision
  • Wellness Program
  • Volunteer Time Off (VTO)


At L.A. Care, we value our team members’ safety. In order to keep our work locations safe, each employee is required to self-screen for symptoms prior to entering any L.A. Care location each day. L.A. Care and all of its staff are required to comply with all state and local masking orders. Therefore, when on-site at any L.A. Care location, employees are expected to wear a mask in areas where physical distancing cannot be managed.

Nearest Major Market: Los Angeles

Job Segment: Call Center, HR, Customer Service, Human Resources

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