Workforce Management Analyst
Job Summary
Owning forecasting and capacity planning, the full-time hourly Workforce Management Analyst will analyze data, monitor staffing levels, and utilize AI tools to optimize scheduling for a remote telehealth clinic.
Key Responsibilities
- Forecast contact and demand volume, building staffing plans across teams, with analytics comprising approximately 75% of the role
- Monitor real-time queues and staffing, making intraday adjustments to maintain service levels and coverage
- Analyze data from multiple sources to produce actionable staffing recommendations and maintain reporting on key WFM metrics
Required Qualifications
- Minimum of 2 years of experience as a workforce management analyst or in a WFM operational role
- Contact center experience is required
- Hands-on experience with real-time queue monitoring and adherence in a contact center setting
- Strong Excel skills for data analysis and forecasting
- AI fluency and curiosity in using LLMs and AI tools for analytical tasks
Complete Job Description
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