Workforce Management Analyst (Remote)

CareTalk Health; United States; Remote; USD 71,635,000 - 100,565,000; Full time

Job summary

CareTalk Health is seeking a remote Workforce Management Analyst to own forecasting, capacity planning, and analytics for our virtual clinic. You’ll support scheduling for PSS, RNs, and Providers, shaping real-time decisions with AI tools and LLMs.

The role emphasizes hands-on forecasting, intraday monitoring, and data-driven staffing recommendations, with a strong focus on AI-led optimization in a remote U.S. environment. Requires experience in contact centers and Excel proficiency.

Qualifications

• Minimum 2 years in workforce management or WFM operations.
• Contact center experience is required.
• Hands-on real-time queue monitoring and adherence in a contact center.
• Strong Excel skills to synthesize data into forecasts and recommendations.
• AI fluency with LLMs and AI tools used daily for forecasting and planning.
• Clear communication translating data into actionable recommendations.

Responsibilities

• Forecast contact volume and build capacity and staffing plans across teams.
• Monitor queues and staffing in real time; track adherence and service levels.
• Identify intraday risks (volume spikes, absences) and suggest adjustments.
• Bring data from multiple sources to produce staffing recommendations.
• Use AI-powered tools and prompting to test forecasts against historical data.
• Build and maintain reports on WFM metrics: occupancy, adherence, service levels.
• Coordinate with leadership to flag risks and implement changes.

Skills

Excel

AI fluency

Forecasting

Data analysis

Communication

Contact center experience

Tools

Zoom Contact Center CX Analytics

Job description

Job Title: Workforce Management Analyst (Remote)

Location: Remote - United States

Employment Type: FT Hourly

Compensation: $30 per hour

CareTalk Health

CareTalk Health is a virtual-only national medical practice delivering chronic care management and preventive care to Medicare members through health plan partnerships. The Clinical Operations Manager for Virtual Care Management owns the operations that carry a patient forward after the visit — care navigation, longitudinal chronic care management, and remote therapeutic monitoring.

About the Role

We’re a virtual telehealth practice looking for a Workforce Management (WFM) Analyst to own forecasting, capacity planning, and analytics across our virtual clinic. You’ll support scheduling and staffing for all key roles — Patient Support Specialists (PSS), RNs, and Providers.

This is a hands-on analytical role, not a traditional WFM seat. You will build and refine forecasts working alongside AI tools we’ve developed in-house. We’re looking for someone genuinely curious about applying large language models (LLMs) and AI to forecasting and planning problems — comfort and curiosity here matter more than years on any one platform.

Schedule

This is a full-time role working Monday – Friday 9am – 6pm ET. Some flexibility is needed based on clinic hours, which may include occasional evenings and Saturdays.

Key Responsibilities

What You’ll Do

• Forecast contact and demand volume and build capacity/staffing plans across teams – forecasting and analytics will be roughly 75% of the role.
• Monitor queues and staffing in real time, tracking adherence and service levels throughout the day and making intraday adjustments to keep coverage on target.
• Flag and respond to intraday risks — volume spikes, absences, and shifting demand — and communicate recommended adjustments to operations.
• Pull and combine source data from multiple inputs and analyze it to produce actionable staffing recommendations.
• Use our AI-powered tools — and your own prompting and experimentation with LLMs — to generate, test, and validate forecasts against historical performance.
• Build and maintain reporting on key WFM metrics: occupancy, adherence, service levels, and staffing accuracy.
• Account for clinician licensing constraints (including multi-state licensure) when planning clinician coverage, so the right licensed staff are available for the right patients.
• Collaborate with operational leadership to flag risks and recommend adjustments.

Required

• Minimum of 2 years of experience as a workforce management analyst or in a WFM operational role.
• Contact center experience is required.
• Hands-on experience with real-time queue monitoring and adherence in a contact center setting.
• Strong Excel skills, with the ability to work with data from multiple sources and turn it into clear forecasts and recommendations.
• AI fluency — comfort and curiosity using LLMs and AI tools in day-to-day analytical work.
• Clear communicator who can translate data into recommendations for non-technical stakeholders.

Preferred Qualifications

• Experience with Zoom Contact Center CX Analytics.
• Familiarity with clinician licensing and multi-state licensure rules.

Work Location Requirement

This is a remote U.S.-based position. Employees must perform all work physically within the United States. International work is not permitted during scheduled work hours.

Work Environment

This is a remote position and may be “on camera” at any time. You will work from a home office, requiring reliable internet connectivity and a secure, private workspace.

Technical Requirements:

Computer:

Windows or Apple (macOS) Computer ONLY (NO Chromebooks, Linux Machines, or Smartphones)

Must have at least Windows 10 or macOS 14 Sonoma.

Hardware:

Processor: Intel Core i5 or AMD Equivalent (Windows); Apple Silicon (Macs)

RAM: 16 GB

Headphones: Wired headphones required for optimal audio quality. (NO built-in mics)

Internet Speed: Meet minimum internet speed requirements (100 MBPS download speed and 50 MBPS upload speed).Must have an ethernet cable connecting computer directly into router.

Browser and System: Use Google Chrome with Amazon Workspaces (regardless of computer type).

Webcam: A webcam is required for video calls. Most laptops have a built-in webcam, which is acceptable. If your computer does not have a webcam, you will need to use an external webcam.

Recommended Equipment: A second monitor is highly suggested for laptop users; dual monitors for PC users.

CareTalk Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

California applicants: Please review our California Applicant Privacy Notice at Collection before applying. The notice explains the categories of personal information we collect, how we use and retain it, whether we sell or share it, and your privacy rights under California law: https://caretalkhealth.com/california-privacy-notice.