Senior WFM Analyst: Forecasting & Data-Driven Call Center

ATI Health; Downers Grove (IL); Remote; USD 70,000 - 78,000; Full time

Job summary

A healthcare services provider in Downers Grove, IL is seeking a highly skilled Senior Workforce Management Analyst. This role is crucial for owning forecasting, capacity planning, and reporting for contact center operations. The ideal candidate will have over 4 years of experience and strong SQL expertise. Responsibilities include analyzing KPIs, developing self-service dashboards, and optimizing staffing. Join us to improve service levels and deliver exceptional patient care.

Qualifications

• 4+ years of workforce management experience in a high-volume contact center environment.
• Demonstrated proficiency in SQL and data visualization tools.
• Hands-on experience with major contact center platforms.

Responsibilities

• Analyze and interpret contact center KPIs and deliver executive-level reporting.
• Develop self-service reporting dashboards in SQL and BI tools.
• Build and maintain forecasts for contact volumes and staffing requirements.
• Conduct capacity planning and scenario modeling for performance improvement.

Skills

SQL expertise

Data visualization/reporting tools

Machine learning

Operational efficiency

Analytical skills

Education

Bachelor’s degree in Business, Mathematics, Statistics, or Data Analytics

Master’s degree in Data Science or Operations Research

Tools

Power BI

Tableau

NICE inContact / CXone

RingCentral

Job description

A healthcare services provider in Downers Grove, IL is seeking a highly skilled Senior Workforce Management Analyst. This role is crucial for owning forecasting, capacity planning, and reporting for contact center operations. The ideal candidate will have over 4 years of experience and strong SQL expertise. Responsibilities include analyzing KPIs, developing self-service dashboards, and optimizing staffing. Join us to improve service levels and deliver exceptional patient care.