Remote WFM Lead - Forecasting & Optimization

ATI Health; United States; On-site; USD 69,028 - 86,286; Full time

Job summary

ATI Health is seeking a Workforce Management Lead to oversee a team of analysts in contact center operations. This pivotal role combines analytical expertise with leadership, ensuring staffing and scheduling align with service objectives. Candidates should possess a Bachelor's in a related field and 3+ years in workforce management with a proven record in leading teams and maximizing efficiency.

This position is remote and offers a salary range of $69,028–$86,286 annually, catering to an experienced professional passionate about process improvement.

Qualifications

• Bachelor’s degree or equivalent experience in a relevant field.
• 3+ years in Workforce Management in a contact center.
• 1+ years leadership or team lead experience.

Responsibilities

• Lead and mentor a team of WFM Analysts.
• Validate forecasts and schedules for accuracy.
• Serve as an escalation point for intraday service-level risks.
• Oversee forecasting and scheduling activities.
• Partner with operations to develop staffing recommendations.

Skills

Workforce Management Principles

Analytical Skills

Communication Skills

Team Leadership

SQL

Excel

Process Improvement

Project Management

Education

Bachelor’s degree in Business, Mathematics, Operations Management, or Data Analytics

Master’s degree (preferred)

Tools

NICE CXone

Power BI

Tableau

Python

Job description

ATI Health is seeking a Workforce Management Lead to oversee a team of analysts in contact center operations. This pivotal role combines analytical expertise with leadership, ensuring staffing and scheduling align with service objectives. Candidates should possess a Bachelor's in a related field and 3+ years in workforce management with a proven record in leading teams and maximizing efficiency.

This position is remote and offers a salary range of $69,028–$86,286 annually, catering to an experienced professional passionate about process improvement.