Workforce Analyst - Junior

Security Clearance Required

Able to obtain Public Trust

Do you want to make a difference?

Cognosante employees are passionate about improving people’s lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference?

Come Join Our Team

Cognosante provides services in support of the Military OneSource Program for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, referrals, and counseling to about 4.7 million persons or “participants,” which includes military service members, their families, and eligible civilians at locations worldwide. Services are provided through a 24/7 contact center accessible via internet website, toll free telephone, secure real-time text/video chat, email, or postal mail and include non-medical counseling; financial counseling; tax assistance; spouse education and career information; adoption information; child care; Exceptional Family Member Programs (EFMPs); deployment support; disability information; elder care; educational services for adults, children, and youth; relocation services; pet care; health and wellness coaching; housing assistance; legal service referrals; single service member services; lodging; military benefits; relationship support; skill building services for parenting; spouse relocation and transition; peer-to-peer support; and support for everyday issues (e.g., locating a plumber or automobile mechanic). 

What is the position?

The Workforce Analyst collects, analyzes, and reports metrics on Military OneSource workforce and workload to help the Workforce Manager ensure the program has the right number and types of personnel assigned to the project.

What will I get to do?

Specific responsibilities of this position include, but are not limited to:

• Analyzes data to determine workload trends and formulates plans to further the program's operational goals.
• Uses data collected about individuals, teams, and workloads to determine staffing needs by skill set at specific points in the work cycle, as well as support activities for lower activity operational periods.
• Ensures appropriate response to service level variations by working with client and operations management to match staff to demand and/or reallocate task/work/call volumes.
• Analyzes schedule performance, forecast accuracy, and underlying assumptions, as well as historical trends, and makes continuous adjustments and improvements to the forecasting, headcount planning, and scheduling process to ensure both service levels and program goals are met.
• Provides data and analysis in support of program evaluation tasks as requested by the government client.
• Create and deliver standard and ad hoc Excel reports including charts, graphs and pivot tables for use by operations supervisor and manager partners to help identify trends with volume, handle time and staffing
• Monitor and report daily staff attendance and schedule adherence
• Manages changes to scheduling to ensure adequate daily resource coverage
• Processes management requests for modifications of scheduling events (meetings/training, etc.)
• Analyze PTO request submissions and recommend approval/denial based on their effect on operations
• Provide analytical support for special projects
• Collaborate with management on identifying opportunities to further optimize staff supply versus contact volume demand
• Propose and develop recommendations or solutions to enhance efficiency as business needs change
• Prepare operations and procedures manuals to assist management in operating more efficiently and effectively
• Provide instructions to managers, supervisors and agents in the use of new forms or procedures
  
  

What qualifications do I need?

Qualifications Required For This Position Include

• US Citizen and fluent English speaker.
• Must submit to and successfully pass a DoD-initiated Tier 2 - Public Trust Background Investigation.
• Bachelor's degree and up to 3 years of workforce analysis experience (additional 4 years of work experience may be considered in lieu of Bachelor’s degree).
• Solid working knowledge of standard computer software (Microsoft Office business suite to include Outlook, Word, Excel, PowerPoint, and Project). 
  
  

What additional characteristics will help me thrive?

Additional Preferred Qualifications Include

• Prior experience supporting DoD and/or federal government contracts/programs.
• Prior experience supporting large call center operations.
• Advanced Microsoft Excel skills, including creation and usage of charts, graphs and pivot table reports
• Prior experience using Alvaria (formerly Aspect) workforce management software for contact volume forecasting, agent time off management, agent schedule re-optimization, agent schedule adherence tracking and real time queue management
  
  

What We Offer 

Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that: 

• Ensure optimal health and productivity of our employees  
• Support employee retention and attraction 
• Provide work/life balance to ensure our employees succeed inside and outside of the office 
  
  

Compensation

$58,045.66 - $96,935.81

The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees. It is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.

Cognosante will not provide sponsorship for employment-based immigration benefits for this position.

What We Promise 

Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter where they're located around the nation, our innovative workplaces enable individuals to apply their skills and experience to work toward a greater good.

We foster a winning culture of solution creators built on innovation, collaboration, flexibility, and work-life balance. And we invest in the next generation of diverse talent to foster an inclusive, progressive, adaptable workplace that prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.  

 

Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails (@cognosante.com or @accurate.com).

We will never send communications through any other domain, including @cognosantecareers.com, @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at jobs@cognosante.com