Workforce Management Analyst

New

This is a remote U.S.-based position. Employees must perform all work physically within the United States. International work is not permitted during scheduled work hours., Monday – Friday 9am – 6pm ET; some flexibility is needed based on clinic hours, which may include occasional evenings and Saturdays.Full-TimeJunior

Salary30 USD per hour

Apply NowOpens the employer's application page

More jobs in this role

Job Details

Experience: Minimum of 2 years of experience as a workforce management analyst or in a WFM operational role.
Required Skills: Microsoft Excel

Requirements

Have at least 2 years of experience as a workforce management analyst or in a WFM operational role.
Have contact center experience.
Have hands-on experience with real-time queue monitoring and adherence in a contact center setting.
Have strong Excel skills and be able to work with data from multiple sources to create forecasts and recommendations.
Be comfortable and curious about using LLMs and AI tools in day-to-day analytical work.
Be able to translate data into recommendations for non-technical stakeholders.
Preferred: Experience with Zoom Contact Center CX Analytics.
Preferred: Familiarity with clinician licensing and multi-state licensure rules.
Work Monday through Friday, 9am–6pm ET, with flexibility for occasional evenings and Saturdays.
Work from a home office with reliable internet connectivity and a secure, private workspace.
Use a Windows 10 or later or macOS 14 Sonoma or later computer; Chromebooks, Linux machines, and smartphones are not accepted.
Meet the specified equipment requirements, including 16 GB RAM, wired headphones, a webcam, and internet speeds of at least 100 Mbps download and 50 Mbps upload, with the computer connected directly to the router by ethernet.

Responsibilities

Forecast contact and demand volume and build capacity and staffing plans across Patient Support Specialists, RNs, and Providers.
Monitor queues and staffing in real time, tracking adherence and service levels and making intraday adjustments.
Identify intraday risks such as volume spikes, absences, and shifting demand, and communicate recommended adjustments to operations.
Combine data from multiple sources and analyze it to produce staffing recommendations.
Use AI-powered tools and LLM prompting and experimentation to generate, test, and validate forecasts against historical performance.
Build and maintain reporting on occupancy, adherence, service levels, and staffing accuracy.
Account for clinician licensing constraints, including multi-state licensure, when planning coverage.
Collaborate with operational leadership to flag risks and recommend adjustments.

View Full Description & ApplyYou'll be redirected to the employer's site