Workforce Operations Lead Analyst or Workforce Operations Analyst

The Employment Development Department (EDD) supports millions of Californians through its public workforce and unemployment insurance programs. The Workforce Operations Analyst runs workforce management and virtual contact center systems, processes schedule and skill-profile changes, monitors real-time adherence, aligns forecasts with operational needs, and supports continuous improvement.

What you'll do:

• Run and optimize Workforce Management and Virtual Contact Center systems
• Process schedule changes and maintain employee skill profiles
• Monitor real-time adherence to make sure our teams are where they need to be
• Align forecasted schedules with daily realities to keep performance on track
• Support continuous improvement through analysis, communication, and collaboration
• Help drive operational excellence across the UI Branch

What they're looking for:

• Applicants must be authorized to work in the US without the need for visa sponsorship by the start date of employment
• Frequent travel to the closest EDD UI Field Office or the Rancho Cordova Office for equipment exchange or as needed
• Applicants must meet the Minimum Qualifications stated in the Classification Specification(s)
• Degree and/or School Transcripts
• A Statement of Qualifications (SOQ) is Required
• Ability to apply new ways of thinking, ability to solve problems, create new ideas, and develop new approaches to optimize results
• Ability to work in a fast-paced environment that is impacted by conflicting deadlines and customer priorities
• Demonstrates the ability to remain flexible with constantly changing priorities
• Demonstrates the ability to work independently and in a team environment
• Demonstrates the ability to effectively communicate (both verbal and written) and collaborate with internal and external stakeholders
• Demonstrates ability to use tact and good judgment
• Excellent communication skills, verbal and written, to ensure quality customer service and to communicate with other team members, stakeholders, and those contacted in the workplace

Benefits:

• This position may be eligible for a hybrid work schedule. The amount of telework is at the discretion of the department and is subject to change as business needs arise.
• Specific Bargaining Units and associated Excluded State employees are subject to a salary reduction between 2% - 4.62% in exchange for hours in the Personal Leave Program 2025 (PLP 2025) per month.