• Analyst – Time and Attendance – Workforce Management

    Job Locations Remote
    Job ID
  • Overview

    The Workforce Management Time and Attendance Analyst position serves as the primary processer of both unplanned (in the form of call outs) and planned time off across our lines of business. In addition to daily processing of scheduled and unscheduled time off requests, the analyst identifies emerging attendance trends and communicates potential concerns. This position works closely with our partners in HR, the business and the rest of the WFM team to ensure appropriate allocation of time off for all business areas to allow team members to effectively plan and enjoy their time off while ensuring the needs of the business and our patients are met. The selected candidate will also act as the principle point of contact for coordinating and facilitating annual PTO and periodic schedule bids based on business need.


    • This position requires excellent written communication skills as well as the ability to create buy in and interface with all levels of the organization; discretion and diplomacy are critical to success in this role.

    • Within a 24-hr turnaround time and within the framework of established parameters and guidelines, process all requests for scheduled time off for production team members spanning multiple lines of business.
    • Plan, communicate, process, review with senior leadership, and publish the results of annual PTO and periodic schedule bids.
    • In real time throughout the day, listen to and log incoming call outs and communicate those call outs and impacts to the appropriate stakeholders throughout the business.
    • During weather events or other scenarios that result in activation of the business continuity and disaster recovery plan, provide hourly updates on absenteeism and the resultant impacts to service.
    • Produce and distribute daily attendance reports including approved and unscheduled time off obtained from the “call out line”, and provide timely updates to others in WFM to ensure schedules are up to date for accurate intraday updates and real-time staffing realignments.
    • Track, reconcile, and report on use of benefit time including FMLA, PTO, and sick time.
    • Establish and maintain appropriate level of reporting to key stakeholders in the CareCentrix organization; this reporting includes but is not limited to real-time, same-day, and historical reporting on planned and unplanned time off trends. Establish these reports, reporting procedures, and serve as the key analyst for time and attendance questions for management. 
    • Provides ongoing internal communications to management/Directors/AVPs/WFM on planned and unplanned time off impacts in real-time, historically, and proactively.
    • Performs ongoing trend and pattern analysis and provides strategic recommendations regarding the appropriate time off thresholds by line of business to allow team members to use their benefit time while ensuring operational goals are achieved.
    • Assists in implementing and maintaining operational processes to ensure compliance to Company policies, legal requirements, and regulatory mandates. 
    • Participates in special projects, conducts ad hoc analysis, and performs other duties as assigned. 


    • High School Diploma or the equivalent plus 3 years of previous multi-site contact center management experience.
    • Knowledge of Workforce Management methodologies and the Genesys/Interactive Intelligence software suite is strongly preferred.
    • Advanced Excel proficiency coupled with basic SQL, SharePoint, and WFM101 are required.
    • Candidate must have strong communication, organizational, and interpersonal skills and must be able to effectively manage and prioritize multiple tasks, and demonstrate independent thought and critical thinking skills.

    CareCentrix maintains a drug-free workplace in accordance with Florida’s Drug Free Workplace Law.


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