Business Analyst - Workforce

What is a Business Analyst- Workforce?

The Business Analyst- Workforce is responsible for analyzing Contact Center workforce data, identifying trends, and providing strategic insights that support operational planning, staffing optimization and talent management.  This role bridges business operations and data analytics to ensure the organization effectively aligns its workforce strategies with business goals.  

What does a Business Analyst- Workforce do?

• Collects, analyzes, and interprets workforce data including staffing levels, scheduling, productivity, and performance metrics

• Develops and maintains workforce dashboards, reports, and forecasting models to support data driven decision-making

• Supports workforce planning processes to support short- and long-term forecasting models

• Assists in capacity planning, scheduling and scenario modeling to ensure optimal staffing levels and performance.

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

• Prepares and presents analytical findings to management in clear and actionable formats.

• 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?

Required:

• Bachelor’s degree in Business Administration, Finance, Business Analytics, Data Analytics, Computer Science, Information Systems, Engineering, STEM, or related field and work experience as a business analyst or workforce management analyst. In lieu of a bachelors degree, an associates degree in Business Administration, Finance, Business Analytics, Data Analytics, Computer Science, Information Systems, Engineering, STEM, or related field and 3 years of work experience as a business 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 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.

• Experience with workforce management platforms is a plus.

• Knowledge of labor laws and scheduling compliance.

• Familiarity with automation and AI tools in workforce optimization.

Applications will be accepted until December 09, 2025

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: $52,900 - $149,200

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