AI-Powered Workforce Forecasting Analyst (Remote)

CareTalk Health; United States; Remote; USD 71,635,000 - 100,565,000; Full time

Job summary

CareTalk Health is seeking a remote Workforce Management Analyst to own forecasting, capacity planning, and analytics for our virtual clinic. You’ll support scheduling for PSS, RNs, and Providers, shaping real-time decisions with AI tools and LLMs.

The role emphasizes hands-on forecasting, intraday monitoring, and data-driven staffing recommendations, with a strong focus on AI-led optimization in a remote U.S. environment. Requires experience in contact centers and Excel proficiency.

Qualifications

• Minimum 2 years in workforce management or WFM operations.
• Contact center experience is required.
• Hands-on real-time queue monitoring and adherence in a contact center.
• Strong Excel skills to synthesize data into forecasts and recommendations.
• AI fluency with LLMs and AI tools used daily for forecasting and planning.
• Clear communication translating data into actionable recommendations.

Responsibilities

• Forecast contact volume and build capacity and staffing plans across teams.
• Monitor queues and staffing in real time; track adherence and service levels.
• Identify intraday risks (volume spikes, absences) and suggest adjustments.
• Bring data from multiple sources to produce staffing recommendations.
• Use AI-powered tools and prompting to test forecasts against historical data.
• Build and maintain reports on WFM metrics: occupancy, adherence, service levels.
• Coordinate with leadership to flag risks and implement changes.

Skills

Excel

AI fluency

Forecasting

Data analysis

Communication

Contact center experience

Tools

Zoom Contact Center CX Analytics

Job description

CareTalk Health is seeking a remote Workforce Management Analyst to own forecasting, capacity planning, and analytics for our virtual clinic. You’ll support scheduling for PSS, RNs, and Providers, shaping real-time decisions with AI tools and LLMs.

The role emphasizes hands-on forecasting, intraday monitoring, and data-driven staffing recommendations, with a strong focus on AI-led optimization in a remote U.S. environment. Requires experience in contact centers and Excel proficiency.