Business Analyst - Workforce Management

What is a Business Analyst- Workforce Management?

A Workforce Business Analyst partners with operations and leadership teams to analyze workforce data and optimize staffing strategies. This role focuses on improving efficiency in capacity planning, scheduling, and overall performance. By conducting data analysis and applying Workforce Management (WFM) practices, the analyst provides actionable insights that support service level goals, cost control, and informed strategic decision-making within a contact center environment.

What does a Business Analyst- Workforce Management do?

• Analyzes and interprets workforce data including headcount, productivity, shrinkage, attrition, and service levels

• Supports capacity planning, scheduling, forecasting and scenario modeling to ensure optimal staffing levels and performance

• Translates business needs into workforce dashboards, reports and forecasting models to support data driven decision making

• Identifies trends, risks, and opportunities impacting workforce performance and presents them to management in clear and actionable formats

• Builds and maintains KPI reporting (daily, weekly, monthly)

• Evaluates current workforce processes and recommends enhancements to improve efficiency, service delivery and customer experience

• Approves, denies and updates time off requests, schedule updates, etc

• Leads and supports the implementation of strategic technology initiatives—such as Call Sense AI, OSCC (Mitel), and OmniChannel evolution—focused on enhancing customer experience and driving operational efficiency through cost reduction.

• Drives standardization and optimization of OSCC queue management processes, while supporting supervisor reporting and real-time performance monitoring to enhance operational visibility and decision-making.

• Provides support for storm restoration efforts

What does it take to be a Business Analyst- Workforce Management?

Required:

• Bachelor’s degree in Business Administration, Finance, Business Analytics, Operations Management, Information Systems, or related field and some work experience as a business analyst, operations analyst or workforce management analyst. In lieu of a bachelors degree, an associates degree in Business Administration, Finance, Business Analytics, Operations Management, Information Systems, or related field and 3 years of work experience as a business analyst, operations analyst or workforce management analyst. In lieu of an associates degree, a high school diploma or equivalency and 5 years of work experience in business analyst, operations analyst or workforce management analyst.

• Strong analytical skills with proficiency in Excel, SQL, and data visualization tools (e.g., Power BI, Tableau).

• Excellent communication and presentation skills.

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

• Valid driver’s license

Preferred:

• Experience in contact center or service operations including but not limited to: Workforce Management (WFM), Forecasting & Capacity Planning, Scheduling Optimization

• Experience with Workforce Management platforms is a plus (NICE WFM, Verint, Aspect/Alvaria, Genesys, Power Query)

• Knowledge of labor laws and scheduling compliance.

• Familiarity with automation and AI tools in workforce optimization.

Applications will be accepted until September 17, 2026

This position has a career path which allows for advancement opportunities within a job series.  The title and level are commensurate with experience.

Pay range: $53,700 - $151,500

Please go to https://www.cenhud.com/employment. Click the “Search Career Opportunities” button. Follow the directions to submit an application and upload your resume for the desired position.

Applications sent via e-mail and US Mail will not be accepted.  No phone calls or agencies, please.  All replies will be held in strict confidence.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, creed, color, ethnicity, arrest or conviction record, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, citizenship, genetic information, familial status, marital status, pregnancy-related condition, domestic violence victim status, veteran or military status, or any other characteristic protected by federal, state or local laws. Central Hudson Gas & Electric Corporation takes affirmative action in support of its policy to employ and advance employment in individuals who are protected veterans and individuals with disabilities.

VEVRAA FEDERAL CONTRACTOR