Workforce Analyst

About Us

HPI is a respected industry leader with over 44 years of experience, known for innovation and adaptability. As a third-party administrator, we offer health and benefit solutions to employers nationwide. We value integrity, flexibility, loyalty, compassion, and dedication, fostering a supportive and inclusive work environment where innovation thrives. Our commitment extends to our employees, investing in their growth and well-being to ensure exceptional service.

About the Role

The Workforce Analyst is responsible for monitoring, managing, and optimizing real-time contact center operations to ensure service levels and performance goals are consistently achieved. This role tracks call volume and email traffic, manages staff schedules, and allocates resources based on workload demands, employee availability, and skill sets. The Workforce Analyst forecasts staffing needs and operational trends to ensure customers receive timely, high-quality support.

As a key partner to Contact Center leadership, you will provide data-driven insights and recommendations to improve workforce efficiency, enhance the customer experience, and achieve critical contact center performance metrics. This role requires strong analytical abilities, exceptional attention to detail, and the ability to build effective working relationships across teams.

Responsibilities

• Develop, maintain, and optimize contact center staffing schedules, including shift assignments, lunches, and break coverage, to ensure exceptional service levels.
• Make real-time workforce management adjustments based on call volume, service demands, and operational priorities to maximize efficiency and customer experience.
• Monitor contact center performance metrics in real time, proactively identifying trends, risks, and opportunities for improvement.
• Manage and optimize call routing strategies, ensuring customers are directed to the appropriate resources based on call type, customer needs, and business requirements.
• Create, analyze, and maintain workforce management and contact center performance reports to support operational decision-making.
• Partner regularly with Contact Center Supervisors and Management to review performance trends, staffing effectiveness, and service level outcomes.
• Develop and maintain call volume forecasts and staffing models to support current and future business needs.
• Provide data-driven recommendations to improve workforce utilization, operational efficiency, and customer satisfaction.

Requirements

• Associate’s degree or equivalent work experience.
• Minimum of two years’ experience in a contact center supporting workforce management.
• Experience with workforce management and contact center technologies.
• Intermediate to advanced Excel skills for reporting, forecasting, and data analysis.

Bonus points if you have experience with Mitel systems!

Work Environment

Our space reflects who we are—innovative, open, and collaborative. We embrace a “smart casual” dress code and provide ergonomic workstations. At our Westborough headquarters, you can reenergize by visiting the onsite café, walking on beautiful office park trails, or working out at one of the campus gyms.

Benefits

• Medical, Dental, Vision, and Prescription Drug Coverage.
• Fitness Reimbursement Benefit.
• Employee Assistance Program.
• Flexible Spending Account & Health Savings Account.
• 401(k) and Quarterly Bonuses.
• Generous Paid-Time Off & Volunteering Opportunities.
• Educational Assistance & Professional Development Opportunities.