Workforce Management (WFM) Lead Analyst

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

Join the Team Modernizing Medicine

At ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care.

A Culture of Excellence

When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes:

• Consistently ranked as a Top Place to Work

• 2025 Globee Business Awards: Gold Globee for "Technology Team of the Year"

• 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties

• Florida Venture Forum: Venture-Backed Company of the Year

We are growing fast, thinking big, and we are just getting started.

Ready to modernize medicine with us?

Job Description Summary:

The Lead WFM Analyst is a specialized role responsible for owning end-to-end WFM operations, including capacity planning, scheduling, and operational performance analysis. The role exists to transform complex operational data into actionable insights for senior leadership, ensuring optimal service levels through rigorous data modeling and strategic advisory.

Role & Responsibilities

• Capacity Planning & Data Modeling: Build and maintain complex supply-and-demand capacity models and write custom SQL queries for volume/variance analysis.
• Scheduling & Operational Adherence: Create, publish, and maintain optimized schedules, including shift swaps and offline planning; monitor intraday adherence and volume.
• KPI Reporting & Dashboard Automation: Own service metric tracking (SLA, ASA, AHT, etc.) and automate dashboards using SQL and data visualization tools.
• Executive Readouts & Strategic Advisory: Prepare and present weekly/monthly/quarterly operational reports to leadership, serving as a strategic consultant.
• Staffing & Hiring Strategy: Provide data-backed recommendations on headcount needs and shrinkage buffers.
• Cross-functional Collaboration: Partner with business unit leaders to present data-driven narratives that influence decision-making.
• Process Optimization: Continuously identify and implement improvements to WFM workflows and reporting architecture.

Skills & Requirements

• Education Level: Bachelor's degree - Data Analytics, Business, Statistics, or related field

• 4-6+ years in Workforce Management, Capacity Planning, or Operations Analytics within multi-channel environments

• Proficiency in SQL (ability to query databases, write joins, aggregations, and window functions to extract raw contact center/operations data independently).

• Advanced expertise in Excel/Google Sheets (complex formulas, scenario modeling, pivot tables, data structuring).

• High mastery of WFM software (e.g., Verint, NICE CXone, Genesys, Zendesk WFM, or similar).

• Experience with data visualization tools (Tableau, Power BI, or Looker).

• BI Tool Expertise: Experience building automated, self-serve dashboards using tools like Tableau, Power BI, Looker, or Sigma.

• Statistical & Python/R Knowledge: Basic understanding of statistical forecasting models (e.g., ARIMA, Holt-Winters, Erlang-C/Erlang-A) or scripting in Python/R for automated data pipelines.

• WFM System Implementation/Admin Experience: Background in setting up, configuring, or integrating a new WFM platform from scratch rather than just using an existing system.

• Cross-Functional Process Improvement: Lean, Six Sigma, or Agile certification or experience driving operational process redesign beyond standard WFM reporting.

• COPC or WFM Certification: Industry certifications (such as COPC, CWPP, or vendor‑specific platform certifications).

ModMed Benefits Highlight: At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:

United States

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
• Generous Paid Time Off and Paid Parental Leave programs,
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.