Remote Workforce Management Analyst: Staffing & Insights

Vida-Health; United States; À distance; USD 70 000 - 80 000; Plein temps

Résumé du poste

Vida Health is seeking a Workforce Management Analyst to optimize staffing across all contact center channels, ensuring SLAs and high customer satisfaction. You will develop forecasts, build optimized schedules, and monitor intraday performance to maximize agent productivity.

The role requires 2–3 years in a multi-channel contact center with WFM experience and strong Excel skills. A Bachelor’s degree or equivalent experience is preferred.

Qualifications

• Bachelor's degree in Business Administration, Statistics, Operations Management, or related field (or equivalent practical experience).
• 2-3 years in a multi-channel contact center, preferably Workforce Management.
• Experience with major WFM software platforms (NICE IEX, Verint, Aspect, Genesys, Calabrio).
• Ability to collect, analyze, and interpret complex data to derive insights and decisions.
• Understanding forecasting methodologies and WFM impact on contact centers.
• 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.
• Strong communication with diverse audiences, from agents to leadership.
• Meticulous data entry, reporting, and schedule creation.
• Thrives in a dynamic environment and manages multiple priorities.

Responsabilités

• Develop and maintain accurate short- and long-term forecasts for multi-channel contact volumes (calls, emails, etc.).
• Translate forecasts into staffing requirements and create optimized agent schedules meeting SLAs.
• Monitor real-time performance across channels and adjust staffing and applications intraday.
• Manage agent schedule adherence, time-off requests, and other scheduling adjustments.
• Collaborate with operations, marketing, and other departments to gather insights affecting volume.
• Provide clear communication on performance, schedules, and staffing decisions to leadership and team.
• Develop and distribute regular WFM reports and dashboards on KPIs like service level and occupancy.
• Conduct root cause analysis for service misses and provide actionable insights for improvement.
• Identify opportunities to improve WFM processes and refine forecasting models.
• Build strong relationships with contact center leadership and agents to foster collaboration.
• Additional responsibilities as needed.

Connaissances

Forecasting

Scheduling

Real-time monitoring

Data analysis

Excel/Sheets

Communication

Cross-functional teamwork

Formation

Bachelor's degree in Business/Statistics/Operations

Outils

NICE IEX

Verint

Aspect

Genesys

Calabrio

Description du poste

Vida Health is seeking a Workforce Management Analyst to optimize staffing across all contact center channels, ensuring SLAs and high customer satisfaction. You will develop forecasts, build optimized schedules, and monitor intraday performance to maximize agent productivity.

The role requires 2–3 years in a multi-channel contact center with WFM experience and strong Excel skills. A Bachelor’s degree or equivalent experience is preferred.