Workforce Management Analyst

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $70k - $80k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Business Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Vida Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

🏥 Healthcare

🍽️ Food & Beverage

💼 Consulting

Healthcare • Food & Beverage • Consulting

Vida Health is a company committed to improving health outcomes for various physical and mental health conditions, including diabetes, obesity, depression, and hypertension. They offer personalized, human-led care combined with digital technology to manage and treat these complex conditions. Vida Health partners with employers, health plans, and consultants to provide comprehensive health solutions. Their services include video chats and text-based messaging with healthcare providers, and they utilize machine learning and synced devices to personalize member care. They focus on significant cost savings and improved health outcomes for cardiometabolic conditions, guaranteeing results and offering up to 100% of fees at risk for both physical and mental healthcare.

📋 Description

• Develop and maintain accurate short- and long-term forecasts for multi-channel contact volumes • Translate forecasts into staffing requirements and create optimized agent schedules that meet service-level targets • Monitor real-time performance across all channels and make proactive intraday adjustments to staffing and applications • Manage agent schedule adherence, time-off requests, and other scheduling adjustments • Collaborate with operations, marketing, and other departments to gather insights affecting contact volume • Communicate performance, schedules, and staffing decisions to leadership and the team • Develop and distribute WFM reports and dashboards on KPIs such as service level and occupancy • Conduct root-cause analysis for service misses and provide actionable improvement insights • Identify opportunities to improve WFM processes and refine forecasting models using historical analysis • Build strong working relationships with contact-center leadership and agents • Optimize staffing levels and agent productivity across inbound calls, outbound calls, email, and potentially chat and social media • Ensure staffing supports SLAs, operational efficiency targets, and customer satisfaction goals • Leverage data analysis, forecasting, scheduling, and real-time monitoring to maximize resource utilization and improve customer and agent experience • Perform additional responsibilities as needed

🎯 Requirements

• Bachelor's degree in Business Administration, Statistics, Operations Management, or a related field (or equivalent practical experience) • 2-3 years of experience within a multi-channel contact center environment, preferably in a Workforce Management role • Experience with a major WFM software platform (e.g., NICE IEX, Verint, Aspect, Genesys, Calabrio) • Ability to collect, analyze, and interpret complex data to derive insights and make data-driven decisions • Understanding of various forecasting methodologies and their application in a contact center • Functional knowledge of WFM systems for forecasting, scheduling, and real-time management • Advanced Excel Skills (Google Sheets) including pivot tables, VLOOKUPs, charting, and complex formulas • Ability to identify issues, analyze root causes, and propose effective solutions in a fast-paced environment • Excellent verbal and written communication skills with the ability to convey complex information clearly to diverse audiences • Meticulous in data entry, reporting, and schedule creation • Ability to thrive in a dynamic environment, manage multiple priorities, and react calmly to unexpected events • Understanding of how WFM impacts customer experience • Ability to collaborate effectively with cross-functional teams • Must be authorized to work in the U.S.; Vida cannot sponsor work visas • Must reside in/be able to work from the U.S.