Workforce Management Analyst II

Job Category: Customer Service

Department: Office of CSC Excellence

Location:

Los Angeles, CA, US, 90017

Position Type: Full Time

Requisition ID: 12825

Salary Range: $60,778.00 (Min.) - $75,950.00 (Mid.) - $91,166.00 (Max.)

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, 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.

Job Summary

The Workforce Management (WFM) Analyst II supports the operations by forecasting workload, planning staffing, creating schedules, and monitoring real-time performance of contact center and back-office production queues to ensure service level goals are met. This position uses data analysis, workforce tools, and cross-team collaboration to optimize resource allocation and enhance customer experience.

Duties

Analyzes historical workload data to develop short-, mid-, and long-term volume forecasts. Builds staffing models to identify required headcount based on service levels and department specific targets. Tracks forecast accuracy and recommends adjustments to improve planning precision.

Creates schedules aligned with forecasted volumes. Manages schedule changes, shift bids, rotations, Personal Time Off (PTO) allocations, and offline scheduled activities. Ensures optimal staffing coverage to balance service quality and cost efficiency.

Monitors real-time workload queue performance and staffing levels. Recommends and executes intraday actions to maintain service targets. Communicates operational impacts and escalations to department leadership.

Prepares daily/weekly/monthly productivity and performance reports. Identifies trends and provides analysis to support process improvements and operational decisions. Conducts root-cause analysis for service level misses or staffing issues.

Maintains WFM systems, ensuring accurate configuration and data integrity. Improves workflows through automation, reporting enhancements, and best practices. Supports new initiatives, product launches, and volume-impacting changes with data-driven insights.

Supports skilling activities to respond to real-time workload queue conditions.

Uses established guidelines, process exception requests as submitted by contact 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 all contact center channels.

Performs other duties as assigned.

Duties Continued

Education Required

Associate's Degree

In lieu of degree, equivalent education and/or experience may be considered.

Education Preferred

Bachelor's Degree

Experience

Required:

At least 2 years of workforce management experience in a contact center environment.

Extensive experience with forecasting and scheduling activities.

Demonstrated experience finding multiple solutions to complex problems.

Strong experience and understanding of staffing, work queues, and performance measurements.

Skills

Required:

Knowledge of WFM tools. Ability to interpret WFM data to assist with determining staffing needs.

Strong analytical and problem-solving skills.

Strong attention to detail and accuracy skills.

Ability to learn new systems quickly with minimal support.

Proficient skills in Excel (formulas and pivot tables).

Proven ability to meet goals and deadlines.

Ability to manage multiple priorities and tasks in a fast-paced environment.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Physical Requirements

Light

Additional Information

Salary Range Disclaimer: The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.

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)