Workforce Mgmt Analyst I at ICONMA in Remote, DC
- Company: ICONMA
- Location: Remote, DC
- Posted: Sep 25, 2026
- Type: Full-time
- Salary: $26.30-$31.30 per hour
- Experience: 4+ years
- Visa sponsorship available
Overview
Our client, a Health Insurance company, is looking for a Analyst, Workforce Mgmt I for their Remote location. Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center to ensure service level objectives are met.
Job description
- Our client, a Health Insurance company, is looking for a Analyst, Workforce Mgmt I for their Remote location.
Responsibilities
- Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center to ensure service level objectives are met.
- Work closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules and staff as needed, ensuring optimum staffing levels.
- Provide regular reports to management on workload and workforce.
- Make recommendations for new or updated call/service center technology and process improvements to reduce costs.
- 25% Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.
- 25% Identifies call volume trends and averages on an intraday, weekly, monthly, etc. basis.
- 20% Monitors and responds to queue activity and service levels.
- 10% Establishes and maintains communications channels regarding events that impact customer experience center performance and workload.
- 10% Communicates necessary adjustments to staffing based on changing/dynamic forecasts.
- 10% Collaborates with internal customers (other teams, departments, and customer experience center staff) to identify opportunities for improvement to achieve service goals.
Requirements
- Bachelor's Degree
- 1 year in a Scheduling, Forecasting, or Traffic environment.
- In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
- Excellent communcation skills both written and verbal., Proficient
- Ability to recognize, analyze, and solve a variety of problems., Proficient
- Ability to analyze, organize, and prioritize work while meeting multiple deadlines., Proficient
- Proficient in Microsoft Office applications., Proficient
- The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes them ineligible to perform work directly or indirectly on Client care programs.
- Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time.
- Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence.
- Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.
Benefits
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities