Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Analyst - Call Center & Nurse Triage.

Key Responsibilities

• Own forecasting and capacity planning for Nurse Triage and Patient Access
• Design and optimize multi-skill schedules to meet service level requirements
• Monitor real-time performance metrics and coordinate responses during demand spikes

Required Qualifications

• 6+ years of Workforce Management experience in a high-volume contact center environment
• Demonstrated end-to-end ownership of forecasting, scheduling, and real-time performance
• Expert-level experience with Calabrio (Teleopti) and AWS/Amazon Connect data
• Advanced skills in Excel or Google Sheets with strong data fluency
• High school diploma or equivalent; Bachelor's degree preferred or equivalent experience