Workforce Management Analyst

What you’ll do

• 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

What you’ll need

• 2–3 years of experience with workforce management platforms (e.g., NICE IEX, Verint, Genesys WFM) supporting forecasting, scheduling, intraday management, and workforce optimization
• Experience with call center and back-office operations required
• Healthcare or utilization management experience is a plus
• Advanced proficiency in Microsoft Excel and/or Google Sheets, including custom modeling, reporting, and data visualization required
• Salesforce experience is a plus
• Experience analyzing productivity and operational performance metrics to identify trends, risks, opportunities, and actionable insights
• Strong understanding of forecasting and workforce planning concepts, including staffing and resource recommendations
• Excellent communication and presentation skills with the ability to collaborate across cross-functional teams
• Highly organized, analytical, and adaptable, with the ability to thrive in a fast-paced, high-growth environment
• Bachelor's degree in Business, Mathematics, Computer Science, or a related field preferred