Customer Service (CS) Workforce & Business Analyst

Minneapolis, Minnesota
May 28, 2022
Jun 29, 2022
Employment Status
Full Time
Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 600,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs.

UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.


Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers.

At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.




UCare offers Medicare, Medicaid, Individual and Family health plans - powered by the hardest working people in the industry. Our people powered teams de-complicate, advocate and always go the extra mile to help our members. We serve with integrity, compassion and commitment to do right by members, providers and government partners. Above all, we come to work excited to provide members a path for the best health of their lives.


Working at UCare is more than a career; it's a mission. A mission that defines us as professionals, unites us as an organization and shapes how we interact with our members and each other. Employees join UCare and stay because of the opportunity to have a purpose-driven job.

Our strong culture has established UCare as a Star Tribune Top 150 Workplace for 13 consecutive years since the awards program began. It's a culture that embraces innovative ideas, strategic partnerships, and exemplary customer and provider experiences. Working at UCare is being a part of a people powered team dedicated to making a real difference in the lives of our members and communities.


Work Location: Work from home, in the office or hybrid (in the office 3 or more days per week)

The health and safety of our employees, members, providers, and our community is our highest priority. Therefore, all new employees are expected to be fully vaccinated against COVID-19 prior to starting at UCare, subject to limited exceptions such as for a sincerely held religious belief or for medical reasons.

Position Description

As the Customer Service Workforce Analyst, you will be responsible for helping to drive efficiencies and innovation in order to best serve our members and community. We are looking for a workforce management expert to lead forecasting and staffing for UCare's Customer Service Contact Center Operations. In this role you will serve as a Subject Matter Expert (SME) for Alvaria Aspect eWorkforce Manager Suite. You will implement forecast and staffing needs to support back-office teams (tasks that are outside of the contact center) and multi-channel (chat, email, etc.) functionality within Aspect. Provide data and additional information to be used for demand/capacity planning. Deliver results of analysis and recommendations to various business partners and leadership.

• Create short-term and long-term forecasts that address call volumes, budgetary and staffing needs. Ad hoc forecasts, as requested.

• Conduct multi-dimensional, short-term and long-term forecasting analysis to identify business issues and opportunities related to capacity planning.

• Formulate and provide summaries of analysis and recommendations to management and stakeholders for use in proactive decision-making and to assist in resolving business issues.

• Gathers information, analyzes data trends, identifies root cause(s), and provides data and analyses to stakeholders.

• Identify, mitigate, and resolve data inconsistencies and system issues to deliver accurate analysis.

• Provide advanced, in-depth analysis of capacity planning factors for business areas with moderately complex, multi-skill member contract areas.

• Utilize advanced knowledge of various forecasting methodologies and tools to ensure forecast and staffing accuracy over a high variable timeframe.

• Participate in enterprise level projects, as requested.

• Other projects and duties as assigned.


Bachelor's Degree; demonstrated experience may be considered in lieu of degree.

Required Experience

At least two years of experience in operational forecasting, staffing and scheduling. At least two years reporting and analytics experience in an operations and/or high-volume contact center environment. Experience with workforce tool(s) and Microsoft Office suite. Advanced Microsoft Excel skills. Demonstrated ability to develop reports and dashboards from various data sources and for multiple audiences.

Preferred Experience

Aspect eWorkforce Manager (Alvaria), Access, SQL, and Tableau experience.


The UCare difference is our people power - employees actively working on the behalf of our members to get them access to the health care they need. We value and respect each individual's ideas and contributions, and provide the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, and a myriad of volunteer activities. If you're looking for an inclusive environment that celebrates your people power, helps you build on your strengths and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

JOB POST DATE: 05/27/2022

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