Senior Workforce Management Analyst

About This Role

The Senior Workforce Management Analyst optimizes service, Clinical Nursing, and Clinical MD operations performance by aligning staffing levels and resource allocation with strategic goals. This role maximizes the utilization of the Workforce Management platform and drives measurable process improvements through advanced data analytics.

Responsibilities

• Serve as the subject matter expert for the enterprise Workforce Management platform, preferably with NICE IEX experience.
• Provide administrative support for the Workforce Management platform, including user accounts and access rights.
• Lead weekly short-term forecast meetings in collaboration with the Service Operations leadership team.
• Support long-term planning, daily staffing, and schedule optimization efforts.
• Analyze operational and workforce data to identify root causes for performance issues.
• Work with WFM systems vendor support to ensure system health and maximize ROI.
• Participate in scoping out projects and initiatives, linking operational performance to the financial ROI model.
• Create Workforce Management training materials and drive user adoption and best practices.

Requirements

• 3-5+ years of experience supporting and leveraging Workforce Management (WFM) systems.
• Strong understanding of contact center and workforce management metrics (Service Level, AHT, ASA, occupancy, shrinkage, adherence).
• 2-3 years of experience measuring productivity and performance-related metrics.
• Proven expertise in core Workforce Management principles (forecasting, scheduling, real-time monitoring, capacity planning).
• Hands-on experience building forecasting models and making staffing recommendations.
• Excellent interpersonal and communication skills.
• Bachelor’s degree in Business Administration, Computer Science, Mathematics, or a related field, or equivalent practical experience.

Qualifications

• Bachelor’s degree in Business Administration, Computer Science, Mathematics, or a related field, or equivalent practical experience.
• 3-5+ years of experience supporting and leveraging Workforce Management (WFM) systems for strategic and operational planning, with a focus on schedule efficiency and performance.

Nice to Have

• Experience supporting both call center and back-office planning and metrics.
• Healthcare industry experience.
• Experience using NICE IEX Enhanced Strategic Planner or similar workforce management tools.

Skills

* Required skills

Benefits