Sr Workforce Management Analyst - Contact Center Operations

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

Overview

We are seeking a highly skilled Senior Workforce Management (WFM) Analyst to own forecasting, capacity planning, and reporting across our inbound and outbound contact center operations.

This role requires strong SQL expertise and hands-on experience with cloud-based contact center platforms (NICE inContact / CXone, RingCentral, or similar).

The ideal candidate thrives at the intersection of data, operations, and strategy, helping us improve service levels, optimize staffing, and deliver an exceptional patient experience.

We are seeking candidates with 4+ years of workforce management experience in a high-volume contact center environment.

Responsibilities

• Analyze and interpret contact center KPIs (Service Level, ASA, Abandonment, Occupancy, Shrinkage, etc.) and deliver executive-level reporting.
• Partner with process innovation team to develop self-service reporting dashboards in SQL and BI tools (Power BI, Tableau, Looker, etc.)
• Build, maintain, and refine short- and long-term forecasts for contact volumes, handle times, and staffing requirements across multiple sites or business lines.
• Leverage advanced analytics and machine learning (ML/NLP) techniques to improve forecasting accuracy and workforce optimization.
• Conduct capacity planning and scenario modeling to inform hiring, scheduling, and performance improvement strategies.
• Write and optimize SQL queries to extract, transform, and analyze large data sets for actionable insight.
• Support scheduling and intraday management strategies in collaboration with WFM scheduling and real-time teams as needed.
• Serve as a subject matter expert (SME) in workforce management and telephony reporting integrations (NICE CXone, DialPad, RingCentral, ServiceNow, etc.).
• Lead and contribute to process improvement initiatives focused on efficiency, automation, and agent engagement.

Qualifications

Minimum Education Required:

• Bachelor’s degree in Business, Mathematics, Statistics, Data Analytics, or a related field — or equivalent work experience.

Preferred:

• Master’s degree in Data Science, Operations Research, or a related quantitative discipline

Minimum Experience Required:

• 4+ years of workforce management experience in a high-volume contact center environment.
• Demonstrated proficiency in SQL and data visualization/reporting tools.
• Hands‑on experience with NICE inContact / CXone, RingCentral, or other major contact center platforms.

Preferred:

• Experience applying machine learning, NLP, or advanced forecasting models to contact center or workforce management data.
• Experience supporting multi‑site or global operations with complex vendor partnerships.
• Familiarity with automation tools (Python, R, or API integrations).

Knowledge Skills and Abilities

• Deep understanding of Erlang-C modeling, interval‑based forecasting, shrinkage planning, and occupancy optimization.
• Advanced proficiency with Excel, SQL, and BI tools (Power BI, Tableau, Looker).
• Strong grasp of contact center KPIs and their operational drivers.
• Excellent analytical and problem‑solving skills with the ability to simplify complex data for diverse audiences.
• Exceptional communication and presentation skills — able to influence stakeholders across all levels.
• Highly organized, detail-oriented, and capable of managing multiple priorities independently.
• Proven ability to innovate and implement new tools, dashboards, or analytic techniques.

Virtual Employee?

Yes

Salary Range

70,000-78,000

ReqID

2026-27868

Job Locations

US-IL-Downers Grove

Job Category

Corporate - Call Center/Customer Service

Pay Class

Full Time