Workforce Management Analyst

**Move members. Move numbers.** American Logistics helps Medicaid and Medicare members access the health care they need through thoughtful, dependable transportation coordination. Our Workforce Management Analyst owns the forecasting and scheduling that make it possible to connect with one of our caring representatives 24 hours a day, 7 days a week, and does it in a way that keeps our staffing efficient and our operation sustainable. **American Logistics Brand Values:** The American Logistics core values reflect our team’s commitment to honesty, innovation, and dedication. Ideal job candidates exemplify these qualities throughout their personal and professional lives: **Be Genuine** Strive to say and do the right thing. Stay humble, be forthright and honest in your interactions. **Put People First** Care for individuals more than processes or profit. Create solutions and provide experiences that improve lives. **Foster Transparency** We build our brand on trust. Acknowledge successes and accept responsibility for shortcomings and work towards solutions. **Stay Relevant** Learn, progress and innovate. Continue to forge thought leadership through a changing landscape. **Maintain Tenacity** Be diligent and determined. Relentless dedication to performance, execution and accountability. **Teamwork** Leverage partnership. When people of goodwill labor cooperatively in a honest and dedicated way, there is no end to what can be accomplished. **What You'll Own** You'll be the WFM engine for our Member Experience organization: * Staffing for a contact center of 400 agents across four internal teams and outsourced (BPO) contact center teams. * Forecast and staff for inbound/outbound member interactions (calls and chat) * Cover service delivery across five time zones and multiple health plan clients * Primary platform: NICE CXOne (WFM, Quality, call metrics, and reporting) * Work cross\-functionally with Operations, HR, and client\-facing teams **Key Responsibilities** * Build accurate short\- and long\-term volume and workload forecasts using historical data and business intelligence. * Determine optimal staffing levels across intervals, days, weeks, and channels (voice and chat). * Leverage BPO resources to support internal staff and optimize staffing costs. * Design schedules that balance service level targets with cost discipline. * Monitor actual vs. forecasted demand in real time and partner with HR on staffing adjustments. * Track agent schedule adherence and report performance to leadership. * Manage time\-off requests to preserve coverage. * Analyze adherence, occupancy, utilization, and other key WFM metrics. * Model the ROI of workforce optimization initiatives. * Translate contractual SLA requirements into staffing decisions. * Identify inefficiencies and recommend operational enhancements. * Present findings and recommendations clearly to operational leaders and executives. **Competencies:** * Understanding of forecasting m