Senior Workforce Management Analyst
New
T
TailorCareHealthcare
Location: United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 4+ years of experience in workforce management, scheduling, or contact center operations.
- Required Skills
- Data AnalysisCRM
Requirements
- Bachelor’s degree in a related field, or equivalent practical experience.
- 4+ years of experience in workforce management, scheduling, or contact center operations.
- Hands-on experience with WFM/WEM platforms (e.g., Five9 WFM, NICE WFM, Genesys WFM).
- Hands-on experience with CRM and telephony/CCaaS systems.
- Strong quantitative and analytical skills for building and maintaining staffing and forecasting models.
- Experience coordinating outbound campaign scheduling or working with outbound operations teams.
- Excellent attention to detail and ability to manage configurations for a multi-team environment.
- Experience building and documenting WFM processes in a growing function.
- Strong written and verbal communication skills for cross-functional collaboration.
- Ability and willingness to travel up to 10% for onsite meetings and team events.
Responsibilities
- Own short- and long-term volume forecasting for inbound and outbound contact center activity across all care teams.
- Build and maintain staffing models that account for service level targets, handle times, shrinkage, and growth projections.
- Serve as the primary administrator for WFM tools and maintain documentation for WFM processes and configurations.
- Build and publish agent schedules, monitor real-time adherence, and identify deviations from plan.
- Partner with Marketing to plan, schedule, and execute outbound calling campaigns including capacity allocation and dialer configuration.
- Produce recurring WFM reporting on metrics like occupancy, utilization, shrinkage, and campaign performance.
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