Workforce Analytics & WFM Manager

Hackensack Meridian Health; Woodbridge Township (NJ); Hybrid; USD 87,000 - 107,000; Full time

Job summary

Hackensack Meridian Health is seeking a Manager of Workforce Management & Data Analytics. The role leads analytics strategy across internal teams and vendors, ensuring data accuracy and executive dashboards to guide strategic decisions that improve patient experience.

You will oversee data governance, AI forecasting, and WFM tools like Calabrio, Verint, and Genesys, while managing a team of analysts in a hybrid work environment.

Qualifications

• Bachelor's degree in Business Analytics, Data Science, statistics, applied mathematics, computer science, Healthcare Administration, or a closely related field.
• Minimum of 5 years of experience in a role combining Workforce Management and Data Analytics within a high‑volume contact center.
• Minimum of 3 years of experience in people management, preferably leading a team of analysts.
• Demonstrated expertise in data visualization tools (i.e., Looker, Tableau, Power BI) to create insightful dashboards and reports for executive audiences.
• Experience with extensive call center telephony systems, including IVR, CRM, WFM, speech analytics, call recording, etc.
• Excellent verbal and written communication skills, with the ability to present complex data and strategic recommendations clearly to senior leadership.
• Time management skills, including the ability to manage and prioritize multiple priorities in a dynamic environment.
• Experience managing personnel directly and/or indirectly.
• Advanced proficiency in SQL for data extraction, manipulation, and analysis.

Responsibilities

• Lead the overall strategy for workforce planning and analytics, designing call flows and advising on long‑term capacity planning.
• Manage the data analytics function by setting data governance standards and overseeing reporting and dashboards.
• Monitor SLAs and ensure timely recovery actions to maintain service levels.
• Develop and implement automation opportunities and improved processes.
• Provide real‑time escalation, recovery, and restore capabilities for service failures.
• Deliver KPI reporting and performance insights to senior leadership.
• Mentor a high‑performing analytics team and manage personnel performance.

Skills

SQL

Communication

Leadership

Problem solving

Education

Bachelor's degree

Tools

EPIC

IVR systems

CRM systems

WFM software

AI analytics tools

Job description

Hackensack Meridian Health is seeking a Manager of Workforce Management & Data Analytics. The role leads analytics strategy across internal teams and vendors, ensuring data accuracy and executive dashboards to guide strategic decisions that improve patient experience.

You will oversee data governance, AI forecasting, and WFM tools like Calabrio, Verint, and Genesys, while managing a team of analysts in a hybrid work environment.