Senior WFM Lead Analyst - Data-Driven Strategy

Enboarder; United States; Hybrid; USD 100,000 - 140,000; Full time

Benefits offered by this job

401(k) match

Paid time off

Parental leave

Life and disability benefits

Flexible Spending Account

Employee assistance programs

Tuition reimbursement

LinkedIn Learning access

Hybrid/remote opportunities

Dog-friendly HQ

Job summary

ModMed is seeking a Lead WFM Analyst to own end-to-end workforce management operations, including capacity planning, scheduling, and performance analysis. You will transform complex operational data into insights for senior leadership, ensuring optimal service levels through rigorous data modeling and strategic advisory.

You will build capacity models, publish optimized schedules, and create automated dashboards while presenting weekly/monthly outcomes to leadership.

Qualifications

• Education level: Bachelor's degree in Data Analytics, Business, Statistics or related field.
• 4–6+ years in Workforce Management, Capacity Planning, or Operations Analytics in multi-channel environments.
• Proficiency in SQL: ability to query databases, write joins, aggregations, and window functions to extract data independently.
• Advanced Excel/Sheets: complex formulas, scenario modeling, pivot tables, data structuring.
• High mastery of WFM software (e.g., Verint, NICE CXone, Genesys, Zendesk WFM).
• Experience with data visualization tools (Tableau, Power BI, Looker).
• BI Tool Expertise: experience building automated dashboards with Tableau, Power BI, Looker, or Sigma.
• Statistical & Python/R knowledge: basic forecasting models; scripting in Python/R for data pipelines.
• WFM System implementation/admin experience: setting up or integrating a new WFM platform.
• Cross-Functional Process Improvement: Lean, Six Sigma, or Agile certification/experience.
• COPC or WFM Certification: industry certifications (COPC, CWPP, etc.).

Responsibilities

• Capacity Planning & Data Modeling: build/maintain complex capacity models; write SQL queries for variance analysis.
• Scheduling & Operational Adherence: create/maintain optimized schedules; monitor intraday adherence and volume.
• KPI Reporting & Dashboard Automation: own SLA/ASA/AHT tracking; automate dashboards with SQL and visualization tools.
• Executive Readouts & Strategic Advisory: prepare and present reports to leadership as a strategic consultant.
• Staffing & Hiring Strategy: provide data-backed recommendations on headcount and shrinkage buffers.
• Cross-functional Collaboration: partner with business unit leaders to present data-driven narratives.
• Process Optimization: identify and implement improvements to WFM workflows and reporting architecture.

Skills

SQL proficiency

Advanced Excel/Sheets

Statistical forecasting knowledge

Python/R basics

Cross-functional collaboration

Lean Six Sigma/Agile

WFM certification knowledge

Education

Bachelor's degree - Data Analytics, Business, Statistics, or related field

Tools

Verint

NICE CXone

Genesys

Zendesk WFM

Tableau

Power BI

Looker

Sigma

Job description

ModMed is seeking a Lead WFM Analyst to own end-to-end workforce management operations, including capacity planning, scheduling, and performance analysis. You will transform complex operational data into insights for senior leadership, ensuring optimal service levels through rigorous data modeling and strategic advisory.

You will build capacity models, publish optimized schedules, and create automated dashboards while presenting weekly/monthly outcomes to leadership.