Workforce Business Analyst I

At Curana Health, we're on a mission to radically improve the health, happiness, and dignity of older adults—and we're looking for passionate people to help us do it.

As a national leader in value-based care, we offer senior living communities and skilled nursing facilities a wide range of solutions (including on-site primary care services, Accountable Care Organizations, and Medicare Advantage Special Needs Plans) proven to enhance health outcomes, streamline operations, and create new financial opportunities.

Founded in 2021, we've grown quickly—now serving 200,000+ seniors in 1,500+ communities across 32 states. Our team includes more than 1,000 clinicians alongside care coordinators, analysts, operators, and professionals from all backgrounds, all working together to deliver high-quality, proactive solutions for senior living operators and those they care for.

Ranked #147 on the Inc. 5000 list of America's fastest-growing private companies, we're just getting started. If you're looking to make a meaningful impact on the senior healthcare landscape, you're in the right place—and we look forward to working with you.

For more information about our company, visit CuranaHealth.com Summary Curana Health is seeking a Workforce Business Analyst I to support workforce planning, contact center operations, and telephony platform performance across a growing healthcare organization. This role combines workforce management, operational analytics, telephony support, and contact center optimization to help drive efficient operations and high-quality service delivery.

The Workforce Business Analyst I will support workforce forecasting, scheduling, queue management, capacity planning, and service level monitoring while assisting with the day-to-day administration and performance of contact center technologies. This individual will analyze operational and telephony data, monitor workforce utilization, investigate call-related issues, and provide actionable insights that support business performance across multiple lines of business.

The ideal candidate is comfortable working with data, troubleshooting operational and telephony issues, supporting workforce management functions, and collaborating with cross-functional teams to solve business challenges. Success in this role requires strong analytical and problem-solving skills, technical aptitude, attention to detail, and the ability to thrive in a fast-paced environment. This position supports a 24/7 healthcare contact center environment and requires participation in an on-call rotation, including occasional evening, overnight, weekend, and holiday coverage. As Curana Health continues to grow, this role offers opportunities to expand expertise in workforce optimization, contact center technologies, telephony administration, and operational process improvement. Essential Duties & Responsibilities Key Responsibilities

Manage and maintain contact center workforce operations, ensuring appropriate staffing levels, queue assignments, and schedule alignment to support service level goals. Develop workforce forecasts, staffing plans, schedules, and capacity models to optimize operational performance and resource utilization. Monitor call volume, queue performance, service levels, agent productivity, and workforce adherence to identify risks and recommend solutions. Administer and support contact center telephony platforms, including system monitoring, troubleshooting, and ongoing optimization. Analyze contact center metrics, telephony data, and operational reports to identify trends, measure performance, and provide actionable recommendations. Generate and distribute workforce, operational, and telephony analytics reports to support business decision-making across multiple lines of business. Investigate call-related incidents, service concerns, missed calls, voicemail issues, and other operational tickets by reviewing system data, call records, and platform