Workforce Management Analyst

About the Paid Leave Division:

Paid Leave is a new program launching in 2026. The program will provide partial wage replacement to Minnesota workers who are out of work due to a qualifying condition, such as a severe health condition that prevents them from working, or when they need time to care for a family member or a new child. We are building a program that will be easy for every Minnesotan to use. We are engaging the people who depend on us—workers, employers, caregivers, and insurers—to learn from them and build the program around their needs. We are using modern service delivery and product practices to deliver the program. The Paid Leave team has high standards and an unrelenting commitment to serving Minnesotans. It is a start-up environment without legacy systems or preconceived ways of working, so we have a unique opportunity to create human-centric processes and systems to deliver this new benefit to Minnesotans.

Position Purpose:

This position exists to lead complex analysis and continuous improvement efforts within the Paid Leave Contact Center to support efficient, data-informed operations. The Workforce Management Analyst plays a pivotal role in forecasting demand, developing scheduling strategies, analyzing operational performance, and identifying opportunities for increased efficiency and service quality. The incumbent applies advanced analytical skills and workforce management knowledge to ensure that staffing levels, resource allocation, and process workflows align with program objectives and service delivery expectations.

Operating under limited supervision, this position provides expert consultation and collaborates closely with contact center leadership and internal stakeholders to evaluate existing operational methods and develop and implement improved practices. The role requires a high degree of independence in developing methodologies, designing reports and dashboards, interpreting complex data, and delivering actionable insights that directly influence decision-making and long-term planning.

Key Responsibilities:

• Operational Analysis and Forecasting: Analyze and manage contact center operations to optimize resource utilization and service levels.
• Real-Time Program Support and Consultation: Provide real-time data-informed consultation and reporting to support leadership decisions and continuous improvement.
• Process Improvement and Implementation Support: Serve as a strategic partner in system implementation and capability rollouts to ensure operational readiness.

This position is telework eligible. Staff are provided with the tools and equipment to be successful in a virtual work environment. Please note, the telework policy could change with notice based on business needs.

This posting may be used to fill multiple positions.

Minimum Qualifications

Please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held. Only applicants whose resumes clearly demonstrate fulfillment of each of these minimum qualifications will be considered for this position.

Two (2) years of experience in workforce management, contact center operations, or business analytics.

Applicants that meet the above minimum qualification will be further evaluated on the following:

• Experience using Excel to build flexible models and tools that support scenario planning and business reviews.
• Knowledge of metrics and processes, with the ability to define, calculate, and clearly articulate metric methodologies, assumptions, and implications.
• Skills to analyze complex datasets, identify trends, and develop actionable insights to optimize workforce planning and resource allocation.

Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include:

• Paid vacation and sick leave
• 12 paid holidays each year
• Low-cost medical, dental, vision, and prescription drug plans
• Fertility care, including IVF
• Diabetes care
• Dental and orthodontic care for adults and children
• 6 weeks paid leave for parents of newborn or newly adopted children
• Pension plan that provides income when you retire (after working at least three years)
• Employer paid life insurance to provide support for your family in the event of death
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
• Tax-free expense accounts for health, dental, and dependent care
• Resources that provide support and promote physical, emotional, social, and financial well-being

Support to help you reach your career goals:

• Training, classes, and professional development
• Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

Employee Assistance Program (EAP) for work/life support:

• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.