Workforce Forecasting and BI Analyst

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Public Partnerships LLC (PPL) provides helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and “self-direct” their care. Known as consumer direction in New York, this long-term care model empowers people to take control of who provides their services and where. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025. We will, along with a diverse alliance of service partners across the state, support the delivery of culturally sensitive and disability competent care to CDPAP participants. We are looking for people who share our passion for helping New Yorkers live happy, healthy, and independent lives to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions.

Our culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve.

Learn more about PPL and CDPAP at https://pplfirst.com/cdpap

As the Workforce Forecasting and Business Intelligence Analyst, you play a critical role analyzing contact center trends, creating models to produce short- and long-term forecasts for staff planning scenarios, building and maintaining Business Intelligence Dashboards, and producing ad hoc reporting.

Responsibilities:

• Create contact center forecasts for all contact methods (e.g., phone, email, chat, etc.) across all lines of business.

• Design, develop and continuously improve forecasting models and tools using historical data and anticipated volume to establish annual, monthly, weekly, and daily forecasts for volume, handle time, shrinkage, attrition, and hiring plans.

• Evaluate volume forecast against actual demand and trends in order to determine if a re-forecast or other actions are required to meet contact volumes and service goals.

• Conduct what-if analysis and other scenario-based analysis and provide insight to Senior Leadership as to impact to staffing.

• Gather inputs, analyze trends and seasonality, and create and maintain yearly, monthly, weekly, and daily forecasts.

• Collaborate with the Customer Engagement & Experience team to build reports and dashboards to share visibility, identify challenges and opportunities. Analyze data and identify trends, and areas that need action.

• Hold requirement gather sessions with business partners.

• Build and maintain Business Intelligence dashboards and ad hoc reporting as needed.

Qualifications:

• Education: Bachelor's degree in Computer Science, Information Systems, Business Administration or related field.

• Experience: Minimum 3 years of experience as a Workforce Management analyst, with experience in forecast creation, report creation, data-driven initiatives, etc. Experience with workforce management software. Experience with data analysis and reporting tools. Experience with project management methodologies.

Skills:

• Strong Analytical & Problem-Solving Skills.

• Exceptional analysis and data visualization skills (Power BI preferably.) Ability to work independently (virtually) as well as part of a team.

• Exceptional Microsoft Excel skills.

• Ability to consult, communicate, and engage proper team members upon key findings that may impact budgetary or operational goals.

• Ability to work on multiple initiatives concurrently.

• Excellent organizational skills.

Compensation: $60K - $80K annually

PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!