Management Analyst Senior

ARIZONA DEPARTMENT OF CHILD SAFETY The Arizona Department of Child Safety (DCS) is a social and human services agency whose mission is to successfully partner with families, caregivers, and the community to strengthen families, ensure safety, and achieve permanency for all Arizona's children through prevention, services, and support. Management Analyst Senior Job Location: Address: 3003 North Central Avenue, Phoenix, AZ 85012 Posting Details: Salary: $35.5335 hourly /$73,909.70 salary Grade: 22 Closing Date: June 13, 2026 Job Summary: Are you a strategic thinker with a passion for operational excellence, workforce optimization, and data-driven decision-making? The Arizona Department of Child Safety is seeking a Management Analyst Senior to provide leadership and analytical expertise for the Arizona Child Abuse Hotline, a critical 24/7 operation that serves as the gateway to child protection services statewide. Reporting directly to the Hotline Administrator, this position plays a key leadership role in evaluating, planning, and enhancing Hotline operations. The successful candidate will oversee workforce management functions, analyze performance trends, develop strategic recommendations, and collaborate across multiple disciplines to ensure efficient service delivery. This position supervises staff and contributes directly to the Hotline's mission of protecting Arizona's most vulnerable children. Job Duties: * Lead Workforce Management (WFM) operations, including staffing forecasts, scheduling strategies, resource allocation, and performance optimization. * Analyze call volume patterns, workload distribution, and operational trends to ensure appropriate staffing levels and service delivery standards are maintained. * Monitor and evaluate key performance indicators (KPIs), including call volume, wait times, abandonment rates, and service levels. * Develop executive-level reports, dashboards, and presentations that support strategic decision-making and operational improvement initiatives. * Identify operational risks and opportunities for process enhancements and implement data-driven recommendations. * Supervise and provide guidance to administrative support personnel, ensuring accountability and alignment with organizational priorities. * Partner with Human Resources on workforce planning, recruitment, hiring activities, and staffing initiatives. * Collaborate with Information Technology teams to maintain system reliability, resolve service-impacting issues, and evaluate technology enhancements. * Serve as a liaison with building and facility management to support a safe, functional, and productive work environment. * Support organizational objectives through cross-functional collaboration, performance management, and continuous improvement efforts. Knowledge, Skills & Abilities (KSAs): Knowledge: * Workforce management principles, forecasting methodologies, and operational planning. * Call center operations, performance metrics, and service-level management. * Data analysis, reporting tools, and process improvement methodologies. * Organizational operations, resource management, and performance evaluation techniques. Skills: * Strong leadership and supervisory skills that motivate and engage teams. * Advanced analytical and critical-thinking abilities. * Exceptional verbal and written communication skills. * Effective problem-solving and decision-making capabilities. * Time management and organizational skills with the ability to manage multiple priorities. * Customer service and stakeholder engagement skills. * Conflict resolution and relationship-building skills. Abilities: * Think strategically and develop long-term operational solutions. * Interpret complex data and translate findings into actionable recommendations. * Adapt quickly to changing priorities and operational demands. * Exercise sound judgment and make confident decisions. * Build collaborative relationships across diverse stakeholder groups. * Maintain a high level of accuracy and attention to detail. * Foster a positive and productive work environment. Selective Preference(s): * Supervisory experience, preferably within a call center environment. * Experience in workforce management, operational analytics, or contact center performance management. * Experience developing executive-level reports, dashboards, and performance metrics. Pre-Employment Requirements: * Must be able to secure and maintain clearance through the DCS Central Registry. * Employment is contingent upon successfully completing all background and reference checks required by the Department. All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify). Benefits: The State of Arizona offers a comprehensive benefits package that includes: * Affordable medical, dental, and vision insurance plans. * Paid vacation, sick leave, and holiday benefits. * Arizona State Retirement System participation. * Deferred compensation options. * Employee wellness programs. * Tuition reimbursement and professional development opportunities. * Work-life balance initiatives and employee assistance resources. Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page Retirement: This position participates in the Arizona State Retirement System (ASRS), providing a comprehensive retirement benefit program for employees. Contact Us: Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting View phone number on click.appcast.io or by email at View email address on click.appcast.io. Requests should be made as early as possible to allow time to arrange the accommodation. Should you have any further questions regarding the interview process you can reach out to a member of our recruitment team at View phone number on click.appcast.io or by email at View email address on click.appcast.io. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.