**Job Description:** The Operations Analyst is responsible for strategically optimizing employee productivity through reporting, forecasting, data maintenance, and development of best practices. **Essential Functions** + Data Analysis and Forecasting: Analyze historical data to identify trends and patterns, forecast future labor needs based on demand fluctuations, and create accurate staffing models to ensure adequate coverage during peak periods. + Staffing Schedule Optimization: Develop and manage employee schedules based on forecasted demand, considering employee availability, skills, and labor cost constraints to optimize workforce utilization. + Performance Monitoring: Track key performance indicators (KPIs) like adherence to schedules, call handling times, customer satisfaction, and labor costs to identify areas for improvement. + Real-time Adjustments: Monitor real-time operational data and make necessary adjustments to staffing levels based on unexpected changes in demand to maintain service levels. + Workforce Management System Expertise: Proficiently utilize workforce management software to generate reports, create schedules, and analyze data to inform decision-making. + Collaboration with Operations Leaders: Partner with operational managers to understand business needs, communicate staffing requirements, and address workforce challenges. + Process Improvement: Identify opportunities to streamline scheduling processes, improve workforce efficiency, and implement best practices across the organization. **Skills** + Analytical + Technical + Problem Solving + Communication + Continual Process Improvement **Minimum Qualifications** + Demonstrated operations analytics experience in a professional setting. + Demonstrated ability to analyze spreadsheets and databases to produce and present meaningful reports. + Demonstrated initiative in previous roles in identifying process gaps or training needs and participated in implementation of changes. **Preferred Qualifications** + Bachelor’s degree in a related field, obtained through an accredited institution. Education is verified. + Four years of operations analytics experience in a contact center environment + Work experience developing staffing models. + Experience using Verint – Workforce Management / Performance Management **Physical Requirements:** **Physical Requirements** + Ongoing need for employee to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs. + Frequent interactions with providers, colleagues, customers, patients/clients and visitors that require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately. + Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc. + For roles requiring driving: Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, and other vehicles. **Location:** Nevada Central Office **Work City:** Las Vegas **Work State:** Nevada **Scheduled Weekly Hours:** 40 The hourly range for this position is listed below. Actual hourly rate dependent upon experience. $25.02 - $39.41 We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged. Learn more about our comprehensive benefits package here (https://intermountainhealthcare.org/careers/benefits) . Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process. All positions subject to close without notice.