Workforce Management (WFM) Lead Analyst

About the Role

Join ModMed, a team modernizing healthcare through an AI-enabled, specialty-specific cloud platform. Founded in 2010 by a physician and a tech entrepreneur, we prioritize a "for doctors, by doctors" approach to improve medical practice success and patient outcomes. As the Lead WFM Analyst, you will own end-to-end Workforce Management (WFM) operations, transforming complex operational data into actionable insights for senior leadership. This role ensures optimal service levels through rigorous data modeling, strategic advisory, and cross-functional collaboration.

Responsibilities

• Build and maintain complex supply-and-demand capacity models and write custom SQL queries for volume/variance analysis.
• Create, publish, and maintain optimized schedules, including shift swaps and offline planning; monitor intraday adherence and volume.
• Own service metric tracking (SLA, ASA, AHT, etc.) and automate dashboards using SQL and data visualization tools.
• Prepare and present weekly/monthly/quarterly operational reports to leadership, serving as a strategic consultant.
• Provide data-backed recommendations on headcount needs and shrinkage buffers.
• Partner with business unit leaders to present data-driven narratives that influence decision-making.
• Continuously identify and implement improvements to WFM workflows and reporting architecture.

Requirements

• Bachelor's degree in Data Analytics, Business, Statistics, or a related field.
• 4-6+ years in Workforce Management, Capacity Planning, or Operations Analytics within multi-channel environments.
• Proficiency in SQL (ability to query databases, write joins, aggregations, and window functions independently).
• Advanced expertise in Excel/Google Sheets (complex formulas, scenario modeling, pivot tables, data structuring).
• High mastery of WFM software (e.g., Verint, NICE CXone, Genesys, Zendesk WFM, or similar).
• Experience with data visualization tools (Tableau, Power BI, or Looker).
• Experience building automated, self-serve dashboards using tools like Tableau, Power BI, Looker, or Sigma.
• Basic understanding of statistical forecasting models (e.g., ARIMA, Holt-Winters, Erlang-C/Erlang-A) or scripting in Python/R for automated data pipelines.
• Background in setting up, configuring, or integrating a new WFM platform from scratch.
• Lean, Six Sigma, or Agile certification or experience driving operational process redesign.
• Industry certifications (such as COPC, CWPP, or vendor-specific platform certifications).

Benefits

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution.
• 401(k) with a matching contribution: 50% of your contribution on up to 6% of your compensation. After one year, 100% of the matching contribution vests.
• Generous Paid Time Off and Paid Parental Leave programs.
• Company-paid Life and Disability benefits.
• Flexible Spending Account and Employee Assistance Programs.
• Company-sponsored Business Resource & Special Interest Groups for community engagement.
• Professional development opportunities, including tuition reimbursement and unlimited access to LinkedIn Learning.
• Hybrid office-based roles and remote availability for some positions; dog-friendly HQ in Boca Raton, FL.
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms at the BRIC headquarters.

ModMed is headquartered in Boca Raton, Florida, with a global presence, including an extensive employee base in Hyderabad, India. We are a team of 4,500+ passionate problem-solvers recognized for innovation and employee satisfaction, including awards like Top Place to Work, Globee Business Awards, and Black Book Awards.