Workforce Management Analyst Jobs in New York
Workforce Management Analyst jobs in New York represent one of the most active markets in the country, with demand concentrated in financial services, healthcare systems, and large-scale retail and utility operations at every level from entry-level scheduler to senior capacity planning lead. The heaviest hiring clusters around New York City, with additional volume in Albany and Buffalo, where institutions like JPMorgan Chase, Northwell Health, and Con Edison maintain large, stable workforces that require dedicated WFM professionals. The most sought-after specialties in the New York market are contact center optimization, labor forecasting, and real-time adherence analysis. Find a role that fits below and apply directly.
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Showing 5 of 6+ Workforce Management Analyst jobs
Call Center
Excel Models
Workforce Management Systems
REQ#: RQ229610
Public Trust: None
Requisition Type: Regular
Your Impact
Own your opportunity to work alongside state and local government. Make an impact by delivering solutions and services that secure our communities and make a difference in people’s lives every day.
Job Description
WORKFORCE MANAGEMENT ANALYST
Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Workforce Management Analyst for a career where your growth is just as important as the mission you support.
MEANINGFUL WORK AND PERSONAL IMPACT
As a Workforce Management Analyst, the work you’ll do at GDIT will be impactful to the mission of the New York State Department of Health (NYSDOH) Medicaid Management Information System program. In this role, you will support the eMedNY Provider Services Call Center. You will support workforce planning, scheduling, real-time monitoring, and operational reporting for a multi-skilled large call center. You will help transform call volume, agent activity, and service-level data into actionable workforce information that supports contractual performance and customer experience. This role is based at our office at Corporate Woods in Albany, NY.
Responsibilities will include, but not limited to:
- Support interval-level call volume forecasting and staffing analysis using historical call patterns, average handle time (AHT), service-level performance, abandonment, shrinkage, and other operational data
- Monitor real-time queues and workforce management (WFM) data across multiple call center skills and identify emerging staffing, queue, or service-level risks
- Analyze forecasted call volume, staffing, and performance trends to actual results and identify that may require schedule or resource adjustments
- Monitor schedule and real-time agent adherence, and escalate significant variances
- Utilize WFM, ACD, call recording, and reporting systems to research trends, validate workforce data, and support performance analysis
- Prepare workforce reports covering service level, average speed of answer (ASA), AHT, abandonment, occupancy, adherence, shrinkage, call volume, and related performance metrics
- Maintain agent skill assignments, historical records, and staffing assumptions used for forecasting, scheduling, and capacity planning
WHAT YOU’LL NEED TO SUCCEED:
- Education: BA/BS or 2+ years of experience working in a call center, workforce management, reporting, scheduling, or analytical support role
- Required Experience: 2+ of office experience
- Required Technical Skills:
- Working knowledge of Microsoft Word, Zoom and Excel, including formulas, sorting/filtering, charts, and pivot tables
- Preferred Technical Skills: NICE, Verint, Calabrio (Verint) or similar WFM platforms
- Required Skills and Abilities:
- Understanding of call center metrics including service level, ASA, AHT, after call work, abandonment, occupancy, schedule adherence, shrinkage, and Aux activity
- Basic understanding of call center forecasting, scheduling, staffing, and multi-skill queue environments; familiarity with Erlang-based staffing concepts is a plus
- Strong analytical, problem-solving, organizational, and attention-to-detail skills
- Excellent written and verbal communication skills with the ability to communicate operational findings clearly
- Ability to multi-task and prioritize changing operational needs in a fast-paced call center environment
- Strong adherence to accuracy
- Ability to multi-task
- Location: Hybrid
GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do.
- Growth: AI-powered career tool that identifies career steps and learning opportunities
- Support: An internal mobility team focused on helping you achieve your career goals
- Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
- Flexibility: Full-flex work week to own your priorities at work and at home
- Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
Work Requirements
2 + years of related experience
- may vary based on technical training, certification(s), or degree
None
Salary and Benefit Information
The likely salary range for this position is $57,800 - $78,200. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our Identity Verification Process
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
About Our Work
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
Call Center
Excel Models
Workforce Management Systems
REQ#: RQ229610
Public Trust: None
Requisition Type: Regular
Your Impact
Own your opportunity to work alongside state and local government. Make an impact by delivering solutions and services that secure our communities and make a difference in people’s lives every day.
Job Description
WORKFORCE MANAGEMENT ANALYST
Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Workforce Management Analyst for a career where your growth is just as important as the mission you support.
MEANINGFUL WORK AND PERSONAL IMPACT
As a Workforce Management Analyst, the work you’ll do at GDIT will be impactful to the mission of the New York State Department of Health (NYSDOH) Medicaid Management Information System program. In this role, you will support the eMedNY Provider Services Call Center. You will support workforce planning, scheduling, real-time monitoring, and operational reporting for a multi-skilled large call center. You will help transform call volume, agent activity, and service-level data into actionable workforce information that supports contractual performance and customer experience. This role is based at our office at Corporate Woods in Albany, NY.
Responsibilities will include, but not limited to:
- Support interval-level call volume forecasting and staffing analysis using historical call patterns, average handle time (AHT), service-level performance, abandonment, shrinkage, and other operational data
- Monitor real-time queues and workforce management (WFM) data across multiple call center skills and identify emerging staffing, queue, or service-level risks
- Analyze forecasted call volume, staffing, and performance trends to actual results and identify that may require schedule or resource adjustments
- Monitor schedule and real-time agent adherence, and escalate significant variances
- Utilize WFM, ACD, call recording, and reporting systems to research trends, validate workforce data, and support performance analysis
- Prepare workforce reports covering service level, average speed of answer (ASA), AHT, abandonment, occupancy, adherence, shrinkage, call volume, and related performance metrics
- Maintain agent skill assignments, historical records, and staffing assumptions used for forecasting, scheduling, and capacity planning
WHAT YOU’LL NEED TO SUCCEED:
- Education: BA/BS or 2+ years of experience working in a call center, workforce management, reporting, scheduling, or analytical support role
- Required Experience: 2+ of office experience
- Required Technical Skills:
- Working knowledge of Microsoft Word, Zoom and Excel, including formulas, sorting/filtering, charts, and pivot tables
- Preferred Technical Skills: NICE, Verint, Calabrio (Verint) or similar WFM platforms
- Required Skills and Abilities:
- Understanding of call center metrics including service level, ASA, AHT, after call work, abandonment, occupancy, schedule adherence, shrinkage, and Aux activity
- Basic understanding of call center forecasting, scheduling, staffing, and multi-skill queue environments; familiarity with Erlang-based staffing concepts is a plus
- Strong analytical, problem-solving, organizational, and attention-to-detail skills
- Excellent written and verbal communication skills with the ability to communicate operational findings clearly
- Ability to multi-task and prioritize changing operational needs in a fast-paced call center environment
- Strong adherence to accuracy
- Ability to multi-task
- Location: Hybrid
GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do.
- Growth: AI-powered career tool that identifies career steps and learning opportunities
- Support: An internal mobility team focused on helping you achieve your career goals
- Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
- Flexibility: Full-flex work week to own your priorities at work and at home
- Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
Work Requirements
2 + years of related experience
- may vary based on technical training, certification(s), or degree
None
Salary and Benefit Information
The likely salary range for this position is $57,800 - $78,200. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our Identity Verification Process
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
About Our Work
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
See All 6 Workforce Management Analyst Jobs in New York
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Find JobsWorkforce Management Analyst Jobs by City in New York
Where New York roles are concentrated, by current openings.
Workforce Management Analyst Job Market in New York
A snapshot from current New York openings, updated as new roles post.
Who's Hiring
Top Industries Hiring
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What New York Employers Look For
The qualifications that appear most often in workforce management analyst jobs across New York.
- Bachelor's degree in business administration, operations management, or a related field required
- Proficiency in workforce management platforms such as NICE IEX, Verint, or Kronos
- Experience with labor forecasting, scheduling, and real-time adherence monitoring
- Strong analytical skills using Excel, SQL, or workforce analytics reporting tools
- Familiarity with New York State labor regulations and scheduling compliance requirements
- Excellent communication skills for coordinating with operations, HR, and frontline teams
Workforce Management Analyst Jobs in New York: Frequently Asked Questions
How do you become a workforce management analyst in New York?
A bachelor's degree in business, operations management, industrial engineering, or a related field is the standard entry point for workforce management analyst roles in New York. No state-issued license is required, but employers in New York's financial services and healthcare sectors strongly favor candidates with hands-on experience in scheduling software and familiarity with New York State labor law requirements. Certifications from the Society for Workforce Planning Professionals can strengthen a candidacy considerably.
How much do workforce management analysts make in New York?
Workforce management analysts in New York earn a median of about $112,250 a year, based on May 2025 Bureau of Labor Statistics wage data, ranging from around $64,900 for the lowest 10% to over $209,440 for the top 10%. Pay rises with experience, specialty, and employer.
Which companies hire workforce management analysts in New York?
Employers hiring workforce management analysts in New York right now include Richemont, Paychex, and American Airlines, based on current listings on Migrate Mate as of October 2026. New York's concentration of large financial institutions, major health systems, and utility providers means demand for this role is consistently broad across both the private and regulated public sectors.
Which New York cities have the most workforce management analyst jobs?
New York, New York, and Utica have the most workforce management analyst openings in New York. New York City dominates because its density of financial firms, insurance carriers, and hospital networks creates constant demand for labor forecasting and scheduling expertise, while Albany's government and healthcare presence and Buffalo's regional contact center operations sustain a steady volume of openings outside the metro.
Are there remote workforce management analyst jobs in New York?
Yes, and more than most fields. About 33% of workforce management analyst openings tied to New York are remote or hybrid as of October 2026, reflecting how thoroughly the role's core tasks, including forecasting, scheduling builds, and adherence reporting, can be performed off-site. The parts of the role most commonly done remotely are capacity planning and reporting, while real-time floor support tends to require on-site presence.
How can I get hired as a workforce management analyst in New York with little or no experience?
The most realistic entry path is moving laterally from a contact center or operations scheduling role, which large New York employers like Northwell Health and Citi actively recruit from when hiring junior WFM analysts. Applying for coordinator or scheduling analyst titles, which appear consistently at New York healthcare systems and financial back-office operations, builds the foundational experience hiring managers want. Completing a NICE IEX or Verint platform certification before applying gives candidates with no formal WFM title a concrete, verifiable edge.
Where can I find and apply to workforce management analyst jobs in New York?
You can find and apply to workforce management analyst jobs in New York on Migrate Mate, which lists current New York openings updated regularly. Search the listings to find roles that match your experience level and preferred location, then apply directly to the ones that fit.
See All 6 Workforce Management Analyst Jobs in New York
Find roles in New York that match your experience and apply in just a few clicks.
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