Real-Time WFM Operations Analyst

heartflowinc; Austin (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

HeartFlow is seeking a Real-Time Analyst to join the Workforce Management team. You will own intraday monitoring across back-office healthcare operations using Verint and Tableau to track workload, adherence, and staffing.

The role requires fast decision-making and strong collaboration with operations leadership to maintain service levels. Ideal candidates will have 3+ years in WFM with back-office healthcare exposure, hands-on Verint experience, and a solid grasp of scheduling, performance

Qualifications

• Bachelor's degree (or equivalent practical experience) in business, analytics, operations management, healthcare administration, or a related field.

Responsibilities

• Operate within Verint as the primary WFM platform for intraday monitoring, adherence tracking, and real‑time schedule management; maintain accurate WFM configuration and data.
• Monitor intraday workload volumes, inventory/backlog, and staffing adherence across back‑office healthcare functions, proactively addressing absenteeism, tardiness, and volume shifts.
• Identify staffing imbalances and initiate or coordinate same‑day adjustments (overtime, voluntary time off, shift moves, and cross‑skilled support) to protect service levels and productivity.
• Perform root‑cause analysis on SLA misses, volume anomalies, and adherence trends; document findings and recommend corrective actions.
• Serve as the real‑time communication hub between WFM, operations supervisors, and leadership; facilitate intraday briefings and maintain an event log of disruptions and actions taken.
• Manage WFM ticketing requests (schedule adjustments, adherence disputes, time‑off updates, access/configuration issues) and track recurring themes for process improvement.
• Maintain data integrity within WFM systems (agent profiles, skill assignments, schedules) and follow HIPAA and internal data governance requirements.
• Execute the business continuity plan during disruptions and provide input to the overall continuity plan.

Skills

Real-Time Decision-Making

Attention to Detail

Communication

Data Analysis

Prioritization

Education

Bachelor's degree or equivalent in business/analytics/operations/healthcare

Tools

Verint

Tableau

Job description

HeartFlow is seeking a Real-Time Analyst to join the Workforce Management team. You will own intraday monitoring across back-office healthcare operations using Verint and Tableau to track workload, adherence, and staffing.

The role requires fast decision-making and strong collaboration with operations leadership to maintain service levels. Ideal candidates will have 3+ years in WFM with back-office healthcare exposure, hands-on Verint experience, and a solid grasp of scheduling, performance