Workforce Business Analyst I

At Curana Health, we're on a mission to radically improve the health, happiness, and dignity of older adults—and we're looking for passionate people to help us do it. As a national leader in value-based care, we offer senior living communities and skilled nursing facilities a wide range of solutions (including on-site primary care services, Accountable Care Organizations, and Medicare Advantage Special Needs Plans) proven to enhance health outcomes, streamline operations, and create new financial opportunities. Founded in 2021, we've grown quickly—now serving 200,000+ seniors in 1,500+ communities across 32 states. Our team includes more than 1,000 clinicians alongside care coordinators, analysts, operators, and professionals from all backgrounds, all working together to deliver high-quality, proactive solutions for senior living operators and those they care for. Ranked #147 on the Inc. 5000 list of America's fastest-growing private companies, we're just getting started. If you're looking to make a meaningful impact on the senior healthcare landscape, you're in the right place—and we look forward to working with you. For more information about our company, visit CuranaHealth.com Summary Curana Health is seeking a Workforce Business Analyst I to support workforce planning, contact center operations, and telephony platform performance across a growing healthcare organization. This role combines workforce management, operational analytics, telephony support, and contact center optimization to help drive efficient operations and high-quality service delivery. The Workforce Business Analyst I will support workforce forecasting, scheduling, queue management, capacity planning, and service level monitoring while assisting with the day-to-day administration and performance of contact center technologies. This individual will analyze operational and telephony data, monitor workforce utilization, investigate call-related issues, and provide actionable insights that support business performance across multiple lines of business. The ideal candidate is comfortable working with data, troubleshooting operational and telephony issues, supporting workforce management functions, and collaborating with cross-functional teams to solve business challenges. Success in this role requires strong analytical and problem-solving skills, technical aptitude, attention to detail, and the ability to thrive in a fast-paced environment. This position supports a 24/7 healthcare contact center environment and requires participation in an on-call rotation, including occasional evening, overnight, weekend, and holiday coverage. As Curana Health continues to grow, this role offers opportunities to expand expertise in workforce optimization, contact center technologies, telephony administration, and operational process improvement. Essential Duties & Responsibilities Key Responsibilities Manage and maintain contact center workforce operations, ensuring appropriate staffing levels, queue assignments, and schedule alignment to support service level goals. Develop workforce forecasts, staffing plans, schedules, and capacity models to optimize operational performance and resource utilization. Monitor call volume, queue performance, service levels, agent productivity, and workforce adherence to identify risks and recommend solutions. Administer and support contact center telephony platforms, including system monitoring, troubleshooting, and ongoing optimization. Analyze contact center metrics, telephony data, and operational reports to identify trends, measure performance, and provide actionable recommendations. Generate and distribute workforce, operational, and telephony analytics reports to support business decision-making across multiple lines of business. Investigate call-related incidents, service concerns, missed calls, voicemail issues, and other operational tickets by reviewing system data, call records, and platform analytics. Manage queue configurations and workforce assignments to ensure calls are routed efficiently and customer service objectives are met. Collaborate with operational leaders, technical teams, and cross-functional stakeholders to improve contact center performance, efficiency, and customer experience. Support implementation of new technologies, workflow enhancements, system upgrades, and telephony-related initiatives. Assist with workforce planning, staffing optimization, and operational coverage strategies. Support mergers, acquisitions, system migrations, and organizational growth initiatives as needed. Maintain workforce management and scheduling systems to ensure data accuracy and operational effectiveness. Respond to operational and telephony-related issues and provide data-driven findings and recommendations. Participate in an on-call rotation supporting a 24/7 contact center environment. Continuously develop expertise in workforce management, contact center technologies, telephony platforms, and operational best practices. Qualifications Required Qualifications: High school diploma or equivalent required; associate's or bachelor's degree in Business, Mathematics, Analytics, Information Systems, Operations Management, or a related field preferred. 1-3 years of experience in workforce management, workforce analytics, contact center operations, or a related business analyst role. Hands-on experience with Genesys Cloud required; experience with other contact center telephony platforms such as Avaya, Cisco, Five9, NICE, or Genesys On-Premises may also be considered. Experience with workforce scheduling, forecasting, capacity planning, queue management, and service level monitoring. Experience pulling, analyzing, and interpreting contact center metrics, telephony analytics, and operational performance reports. Strong proficiency in Microsoft Excel and Microsoft Office Suite, including data analysis, reporting, pivot tables, and trend identification. Experience monitoring call queues, agent utilization, and workforce performance to support operational efficiency and service level attainment. Ability to troubleshoot telephony platforms, workforce management systems, and related contact center technologies. Strong analytical, critical-thinking, and problem-solving skills with the ability to make data-driven recommendations. Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment. Strong verbal and written communication skills with the ability to effectively collaborate with stakeholders across the organization. Ability to adapt to changing priorities, handle pressure, and thrive in a dynamic contact center environment. Work Schedule & Availability Core business operating hours are 6:00 AM ET to 7:00 PM ET. This position supports a 24/7 healthcare contact center environment. Availability to participate in night, weekend, holiday, and after-hours on-call rotations is required. Flexibility to respond to workforce management, telephony platform, and operational issues outside of standard business hours as needed. Preferred Qualifications: Experience with Workforce Management (WFM), Workforce Optimization (WFO), and Real-Time Adherence (RTA) tools and methodologies. Experience supporting multi-site or multi-line-of-business contact center operations. Experience reviewing call recordings, tickets, and contact center data to identify trends and process improvement opportunities. Healthcare, patient services, scheduling, or healthcare contact center experience. Experience supporting workforce planning, staffing optimization, and operational performance improvement initiatives. *The company is unable to provide sponsorship for a visa at this time (H1B or otherwise). We’re thrilled to announce that Curana Health has been named the 147th fastest growing, privately owned company in the nation on Inc. magazine’s prestigious Inc. 5000 list. Curana also ranked 16th in the “Healthcare & Medical” industry category and 21st in Texas. This recognition underscores Curana Health’s impact in transforming senior housing by supporting operator stability and ensuring seniors receive the high-quality care they deserve.