Research and Workload Forecasting Analyst

Job Description and Duties

THIS IS A BILINGUAL - SPANISH POSITION; MUST BE ABLE TO PASS A BILINGUAL - SPANISH FLUENCY EXAMINATION.

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.

The Disability Insurance Branch (DIB) is seeking a forward-thinking, detail-oriented analyst to join the Command Center Division as a Research and Workload Forecasting Unit (RWFU) Analyst. This position supports the systems and processes that help DIB manage customer service operations, workforce needs, and workload demands. The analyst uses data, research, and problem-solving skills to help management make informed decisions and improve service delivery.

The analyst analyzes workload and contact center data, identifies trends and operational needs, and prepares reports, forecasts, and recommendations. The position supports the administration, monitoring, testing, and enhancement of Workforce Management (WFM), Integrated Call Center (ICC) and AWS Connect systems.

Duties include researching operational issues, developing and maintaining reports, supporting system enhancements and telecommunications implementations, assisting with system administration, conducting workload forecasting, and identifying opportunities to improve processes and operational efficiency. The analyst also performs special projects and ad-hoc analyses and communicates findings and recommendations to management and stakeholders.

The ideal candidate is analytical, organized, curious, and able to manage multiple priorities while handling sensitive information. This position provides an opportunity to contribute to the continuous improvement of systems and operations that help DIB deliver timely, high-quality service to millions of California workers and their families.

This position is headquartered in the Central Office in Sacramento. Will consider candidates who are located throughout the State of California. This position allows for a hybrid telework schedule, which is subject to change, under EDD's telework policy. California Government Code Section 14200 requires employees to reside in California to telework. Employees are required to report to their headquarters office, for their in-office days. Employees may be assigned to report to another DI office closer to their California residence. Travel expenses to and from the assigned headquarters/office are the responsibility of the employee.

This position is headquartered at the New Labor Agency Building (NLAB), a newly remodeled high-rise building. Located in the heart of Downtown Sacramento and in close proximity of the State Capitol and the Golden1 Center, this beautiful and modern building provides the following amenities: Break areas, wellness/lactation rooms, coffee points, a fitness center with private showers, a Career Center for EDD Employees, a micro market, building-wide WiFi, an outdoor terrace, bike storage, nearby public transit options, and much more.

Apply today for the opportunity to work in this state-of-the-art building!

Effective July 1, 2025, 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. For more details, please click here to visit the California Department of Human Resources (CalHR) website.

You will find additional information about the job in the .

Working Conditions

Visa Sponsorship

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for visa sponsorship by the start date of employment.

Occasional travel may be required for training, projects, or meetings.

Special Requirements

• The position(s) require(s) fluency in the Spanish language. If the State of California does not have a current record documenting your fluency in this language, you will be required to successfully pass an approved language fluency test prior to being hired.

Application (STD 678) is Required. Resumes and/or Cover Letters DO NOT take the place of the STD 678. A application received without duties listed on the STD 678 will not receive further consideration and may be excluded from the hiring process.

Transcripts or Diplomas are optional and may be required to meet minimum qualifications.

It is strongly encouraged to apply through your CalCareer Account at .

Please only submit ONE application. Electronic applications submitted through your CalCareer Account are highly recommended and will be received/processed faster than other methods of filing.

If you are unable to apply electronically through your CalCareer account, please mail a completed and signed State Examination/Employment Application STD Form 678 and application package to the mailing address provided in the “Application Instructions’ section below and ensure the following:

• Clearly indicate the Job Code #, Position Number and the Classification Title of this position in the “Examination or Job Title(s) For Which You Are Applying” section located on Page 3 of your State Examination/Employment STD Form 678.

• Clearly indicate the basis of your eligibility (list, transfer, reinstatement, etc.) in the “Explanations” section located on Page 3 of your State Examination/Employment Application STD Form 678.

• Remove and do not submit the “Equal Employment Opportunity” questionnaire (Page 10) with your completed State Examination/Employment Application STD Form 678. This page is for examination use only.

• Do not include your full Social Security Number on your documents and/or do not provide any LEAP information.

Examination/Assessment

If selected for hire , you must obtain list eligibility by taking and passing the examination. If you already have list eligibility for this classification, you do not need to retake the examination unless your list eligibility has expired.

Click the examination link below for more information and to take the exam:

ANALYST II

ANALYST I

For more information about the State hiring process, click here . To watch tutorials on how to apply for a State job, click here .

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• Self-motivated with strong organizational skills and the ability to multitask, manage multiple priorities effectively, and adjust priorities as needed.
• Proficient in Microsoft Office applications, particularly Microsoft Excel, with the ability to analyze data, identify trends, and develop reports.
• Experience in call center operations, including workload forecasting, monitoring performance metrics, and implementing proactive, data-driven solutions.
• Experience working with workforce management and contact center systems and platforms, such as AWS, Integrated Contact Center (ICC), Salesforce, and related reporting tools.
• Proven ability to troubleshoot and resolve issues related to contact center systems, platforms, and tools.
• Knowledge of telecommunications systems and contact center technologies.
• Strong customer service, interpersonal, analytical, and problem-solving skills, including the ability to analyze data and trends, identify operational issues, and develop effective solutions.
• Experience working in field offices across multiple programs, including processing claims and handling customer calls.
• Exceptional oral, written, and presentation skills, with the ability to communicate technical information clearly and effectively to diverse audiences, including field office teams and executive leadership.
• Ability to establish and maintain cooperative working relationships with staff and management at all levels, including technical, business, and program staff, as well as representatives of local and state agencies, governmental associations, and private industry.
• Ability to handle sensitive and confidential assignments with tact, professionalism, and sound judgment.
• Ability to independently prepare correspondence and review or edit correspondence prepared by others, with strong attention to detail, accuracy, and precision.
• Demonstrated commitment to professional growth through professional development opportunities and/or formal education.
• Ability to model EDD's core values of integrity, accountability, teamwork, service, care, respect, communication, and trust.
• Punctual, dependable, and reliable.

Benefits

Benefit information can be found on the CalHR website and the CalPERS website.

Statement of Qualifications Requirements

A Statement of Qualifications (SOQ) is required. The SOQ serves as documentation of each candidate’s ability to present information clearly and concisely in writing. The SOQ is not a Resume or Cover Letter. Resumes and/or Cover Letters do not take the place of an SOQ. Applications submitted without an SOQ will be considered incomplete and will not be considered further in the hiring process.

The SOQ must be written in narrative format and address the question below, explaining how the candidate’s experience, training, education, and skills qualify them for the position. The SOQ must be no longer than one page, single-spaced, and include first and last name and the Job Control (JC) number at the top right of the page.

Describe how you would use your related education and/or experience to fulfill the responsibilities of the position as described in the duty statement. Provide specific examples that demonstrate your qualifications and relate to the duties of the Research and Workload Forecasting Unit Analyst position.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.
• Statement of Qualifications - A Statement of Qualifications (SOQ) is Required. Please see “Statement of Qualifications Requirements” section for more information about the SOQ.