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Hiring Agency:
Health & Human Services - Agency 25
Location:
Hiring Rate:
Job Posting:
Applications No Longer Accepted On (If no date is displayed, job is posted as open until closed):
Job Description:
“You have the passion; we have the opportunities – let’s make a difference for Nebraskans!”
As the Workforce Management Analyst you will:
• Need to be able to review multiple data elements, individually develop a staffing strategy and communicate the plan to the customer service center management team.
• Perform Business Analyst duties in the development and maintenance of the Workforce Management system for ACCESSNebraska and the Hotline.
• Conduct data analysis to prepare contact center performance reports that capture trends and variances.
• Develop and maintain the Workforce Management Platform utilized for forecasting and scheduling.
• Develop and maintain the call flows for the programs Interactive Voice Response system.
• Analyze the real time queues and adjust resources to meet service levels.
• Assist with special projects and other related work as needed.
Hiring Wage: $26.854 per hour – non-exempt
Work Schedule: Monday – Friday; 8:00 AM – 5:00 PM MTN or 9:00 AM – 6:00 PM CST
Office Location: Statewide, contingent on available office space
Requirements / Qualifications:
Minimum Qualifications: Post high school coursework, training, or experience in the analysis of business processes and system requirements, and the creation of business process applications.
Preferred Qualifications:
- Workforce Management Experience or prior supervisor experience.
- Prior experience with Calabrio, Cisco (Finesse & Jabber), eGain/eGain Analytics, or other similar programs.
- A bonus to the Workforce Management experience would be someone who also has experience in data analysis, business intelligence, capacity planning, IT, forecasting, scheduling, data science, ACD (Automatic Call Distributor), IVR, or other analytical experience.
Knowledge, Skills, and Abilities:
Knowledge of: system design and analysis; computers and electronics; basic arithmetic; needs assessment techniques; quality service standards; alternative delivery systems; customer satisfaction evaluation techniques; information requirements analysis; specification development and writing; prototype evaluation; principles and processes involved in business and organization planning, coordination and execution; design techniques, principles, tools and instruments; instructional methods and training techniques.
Skill in: facilitation to solve problems; using math to solve problems; using scientific methods to solve problems; information gathering; conveying users perspective to technical people in technical language and technical perspective to users in non-technical language; using logic and analysis to identify the strengths and weaknesses of different approaches; identifying the nature of problems; conducting tests to determine whether equipment, software, or procedures are operating as expected; reading comprehension; active listening; reorganizing information to get a better approach to problems or tasks.
If you're currently employed by the State of Nebraska, please don't apply through this external career site. Instead, log in to Workday and open the Jobs Hub - Internal Apply app from your home landing page. You can access Workday anytime through the Link web page: https://link.nebraska.gov/
Benefits
We offer a comprehensive package of pay, benefits, paid time off, retirement and professional development opportunities to help you get the most out of your career and life. Your paycheck is just part of your total compensation.
Check out all that the State of Nebraska has to offer! Benefit eligibility may vary by position, agency and employment status. For more information on benefits, please visit: https://statejobs.nebraska.gov/index.html#benefits
Equal Opportunity Statement
The State of Nebraska values our teammates as well as a supportive environment that strives to promote diversity, inclusion, and belonging. We recruit, hire, train, and promote in all job classifications and at all levels without regard to race, color, religion, sex. age, national origin, disability, marital status or genetics.
Skills Required
- Post-high school coursework, training, or experience in business process and system requirements analysis
- Experience creating business process applications
- Workforce management experience
- Prior supervisory experience
- Experience with Calabrio, Cisco Finesse, Cisco Jabber, eGain, eGain Analytics, or similar programs
- Experience in data analysis, business intelligence, capacity planning, IT, forecasting, scheduling, data science, ACD, IVR, or related analytical work
Nebraska Department of Veteran Affairs Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Nebraska Department of Veteran Affairs and has not been reviewed or approved by Nebraska Department of Veteran Affairs.
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Retirement Support — Retirement plan is considered excellent and a central reason total compensation feels strong. Long-term security is positioned as offsetting lower base wages.
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Healthcare Strength — Health insurance is described as comprehensive within a benefits package that helps balance modest hourly pay. Coverage is viewed alongside retirement as a core component of overall value.
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Leave & Time Off Breadth — Paid leave is included within the comprehensive package and contributes to perceived total compensation value. The breadth of time off helps make moderate salaries more workable.
Nebraska Department of Veteran Affairs Insights
What We Do
The Nebraska Department of Veterans' Affairs is a state agency dedicated to providing support, benefits, and assistance to veterans and their dependents within Nebraska.
