Workforce Management Analyst
New
Fully remote opportunityFull-TimeMiddle
Salary55,000 - 75,000 USD per year
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Job Details
- Experience
- 2–3 years
- Required Skills
- Data AnalysisSalesforceMicrosoft ExcelGoogle Sheets
Requirements
- 2–3 years of experience with workforce management platforms (e.g., NICE IEX, Verint, Genesys WFM)
- Experience with call center and back-office operations
- Advanced proficiency in Microsoft Excel and/or Google Sheets, including custom modeling, reporting, and data visualization
- Experience analyzing productivity and operational performance metrics
- Strong understanding of forecasting and workforce planning concepts
- Excellent communication and presentation skills
- Highly organized, analytical, and adaptable
- Bachelor's degree in Business, Mathematics, Computer Science, or a related field preferred
- Healthcare or utilization management experience is a plus
- Salesforce experience is a plus
Responsibilities
- Monitor staffing levels and notify leadership of variances to ensure optimal service levels
- Forecast staffing needs based on activity and volume
- Partner with leaders to track and plan for meetings, trainings, and other non-production hours
- Lead daily meetings with call center management to review trends and performance impacts
- Recommend and manage overtime or voluntary time off when needed
- Track and analyze function and agent-level performance using multiple data sources
- Report on historical data and trends to identify risks and opportunities
- Support process improvements and assist in creating process flows
- Prepare clear, high-quality presentations for leadership
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