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Workforce Management Analyst

Date Posted:  Jan 11, 2022
Requisition ID:  294084

Indianapolis, IN, US, 46204

Work for Indiana

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.  The Salary for this position is commensurate with education and experience.


About the Indiana Department of Revenue:

The Indiana Department of Revenue is responsible for providing service to Indiana citizens regarding state tax matters.  Additionally, the department administers state tax laws, develops regulations and makes decisions about tax policy.  Join our team that has been named as an IndyStar 2019 top places to work.



The Salary for this position is commensurate with education and experience.

About the Job

As the Workforce Management Analyst, you will perform complex data analysis to determine staffing targets, call volume trends and provide recommendations to improve performance. You will develop effective schedules to support core responsibilities while balancing the needs to new product launches and testing initiatives and special projects. As the Workforce Management Analyst you must be thoroughly abreast of all movements in staffing requirements and plan to achieve goals with effective scheduling and levers to ensure needs are met while recommended ways to improve performance. You will be considered the technical expert on the team and will coordinate system implementations for workforce management software.


Employee may access Federal Tax Information while performing daily job duty.  All taxpayer information, federal and state, obtained by an employee in the performance of his/her duties is confidential and not to be shared with anyone outside the Department, except as specified by the Indiana Statute.  Any employee or officer of the Department of Revenue who accesses tax information without a business reason, unofficially or without approval, will be dismissed from employment.

A Day in the Life

The essential functions of this role are as follows:


  • Develop and maintain inbound scheduling procedures with 85% schedule efficiency.
  • Compile, track, and analyze inbound workload drivers, integrating into model to improve scheduling accuracy and understand impacts from various business strategies.
  • Provide robust problem solving and analytical capabilities to identify performance improvement opportunities, root causes, and solutions.
  • Facilitate weekly meetings and providing staffing recommendations to optimize operational efficiency.
  • Responsible for maintaining monthly staffing plans and recommends hiring decisions.
  • Create daily, weekly and monthly base schedules and forecasts by analyzing demand.
  • Create and maintain WFM process and procedure documentation.
  • Responsible for proposing and communicating changes to scheduling policies in terms of the value proposition.
  • Provide accurate and timely analysis regarding workload, and service performance.
  • Make recommendations for new or updated call/service center technology and process improvements to reduce costs. 


This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time. 

What You'll Need For Success

  • Bachelor’s Degree.
  • Four to five years relevant experience.
  • Strong analytical skills in call volume, employee workloads, and staffing optimization.
  • Experience using analytical and management reporting tools.
  • Ability to effectively manage and successfully assignments and projects.
  • Strong attention to detail.
  • Demonstrates ability to identify and solve process challenges through training, analysis of performance metrics, and use of advanced optimization techniques.
  • Demonstrated ability to collaborate effectively with management and staff.
  • Ability to multi-task and maintain composure in a fast-paced work environment.
  • Strong written and oral communication skills.

Supervisory Responsibilities/Direct Reports:

This role may serve as a team lead for an assigned work group.


Benefits of Employment with the State of Indiana

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

  • Four (4) medical plan options (including RX coverage) and vision/dental coverages
  • Wellness program (offers eligibility into a discounted medical plan)
  • Health savings account (includes bi-weekly state contribution)
  • Deferred compensation account (similar to 401k plan) with employer match
  • Two (2) fully-funded pension plan options
  • Group life insurance
  • Employee assistance program that allows for covered behavioral health visits
  • Paid vacation, personal and sick time off
  • Competitive leave policies covering a variety of employee needs
  • 12 company paid holidays, 14 on election years
  • Qualified employer for the Public Service Loan Forgiveness Program
  • New Parent Leave
  • Free Downtown Parking


Equal Employment Opportunity

The State of Indiana is an Equal Opportunity Employer.  Reasonable accommodations may be made to enable individuals with disabilities to interview and to perform the essential functions of this role.

Current Employee? Click here to apply.

Nearest Major Market: Indianapolis