Workforce Analyst

Overview

The Workforce Analyst will be responsible for supporting a strategic workforce model across multiple departments (contact center and back office) and accompanying change efforts across the business.

Responsibilities

• Execute the workforce management strategy and day-to-day management of WFM functions; including real-time operations, staffing and technology needs.
• Monitor queues, channel, and contact center performance and alerts leadership of trends.
• Oversee contact center team member skill changes and queue assignments.
• Proactively identify and communicate factors affecting the patient experience through verbal and written communication.
• Facilitate discussions of performance to forecast, partnering with operations leaders to optimize performance capabilities.
• Manage agent scheduling, shift and time-off bidding, and immediate and short-range forecasting.
• Prepare and distribute employee-level, team-level and performance scorecards.
• Provide support for special projects and other duties as assigned.
  
  

Qualifications

Education & Experience

Required

• High school diploma
• 3 years WFM experience
  
  

Preferred

• NICE CXone, scheduling, and forecasting experience - NICE IEX is a plus
• Previous experience within medical device (DME) or a healthcare industry
• Microsoft Excel, Power Automate, Power BI
  
  

Below is the starting salary range for this position, although offers may differ based on the candidate's location, job-specific knowledge, skills and experience.

$53,600 - $74,970

Additional Benefits

non-exempt - Our total compensation package includes medical, dental and vision benefits, retirement benefits, employee stock purchase plan, paid time off, parental leave, family medical leave, volunteer time off and additional leave programs, life insurance, disability coverage, and other life and work wellness benefits and discounts. Benefits may be subject to generally applicable eligibility, waiting period, contributions, and other requirements and conditions.