Workforce Management Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Predict contact and demand volumes while developing staffing and capacity plans across teams.

• Supervise queues and staffing in real time, ensuring adherence and service levels are tracked accurately.

• Implement intraday modifications to uphold target coverage.

• Recognize and address volume surges, absenteeism, and fluctuating demand.

• Aggregate source data from various inputs to generate staffing recommendations.

• Leverage AI-driven tools, prompting, and LLM experimentation to create, test, and validate forecasts.

• Develop and sustain reporting on occupancy, adherence, service levels, and staffing precision.

• Consider clinician licensing and multi-state licensure requirements during coverage planning.

• Work collaboratively with operational leadership to identify risks and propose necessary adjustments.

⛳️ Requirements

• At least 2 years of experience as a workforce management analyst or in a WFM operational capacity.

• Experience in a contact center is a must.

• Practical experience with real-time queue monitoring and adherence in a contact center environment.

• Proficient in Excel.

• Ability to utilize data from various sources to create forecasts and recommendations.

• Comfortable using LLMs and AI tools in analytical tasks and possesses AI fluency.

• Capable of conveying data-driven recommendations to non-technical audiences.

• Must use Windows or Apple (macOS) computers only; Chromebooks, Linux machines, and smartphones are not permitted.

• Minimum system requirements include Windows 10 or macOS 14 Sonoma.

• Intel Core i5 or AMD equivalent for Windows; Apple Silicon for Macs.

• 16 GB RAM is required.

• Wired headphones are necessary; built-in microphones are not acceptable.

• Internet speeds must be at least 100 Mbps for downloads and 50 Mbps for uploads.

• An Ethernet cable must connect the computer directly to the router.

• Google Chrome must be used along with Amazon Workspaces.

• A webcam is required for video conferencing.

• Must have reliable internet access and a secure, private workspace.

• All work must be performed physically within the United States; international work during scheduled hours is not allowed.

🏝️ Benefits

• Opportunity to work remotely from a home office.

• Flexible scheduling based on clinic hours.

• Commitment to an equal opportunity and inclusive work environment.