Workforce Optimization Analyst – Multichannel Contact Center

Vida Health; United States; On-site; USD 70,000 - 80,000; Full time

Job summary

Vida Health in the United States is seeking a Workforce Management (WFM) Analyst to optimize staffing across all contact channels. You will forecast call and email volumes and translate them into efficient agent schedules to meet SLAs and improve customer satisfaction.

The role requires strong data analysis, forecasting, and Excel skills, with experience in major WFM platforms. Collaboration with operations and leadership is essential to drive performance improvements.

Qualifications

• Bachelor's degree or equivalent practical experience.
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Responsibilities

• Develop and maintain forecasts for multi-channel contact volumes (calls, emails, etc.).
• Translate forecasts into staffing requirements and optimized schedules.
• Monitor real-time performance and adjust staffing as needed.
• Manage schedule adherence and time-off requests.
• Collaborate with operations and other departments to gather insights.
• Provide clear communication on performance and staffing decisions to leadership.
• Create and distribute WFM reports and KPI dashboards.
• Identify root causes of service misses and suggest improvements.
• Refine forecasting models based on historical data.

Skills

Forecasting

Data analysis

Excel (Pivot, VLOOKUP)

Communication

Problem solving

Multi-channel support

Team collaboration

Education

Bachelor's degree in Business Administration or related field

Tools

NICE IEX

Verint

Aspect

Genesys

Calabrio

Job description

Vida Health in the United States is seeking a Workforce Management (WFM) Analyst to optimize staffing across all contact channels. You will forecast call and email volumes and translate them into efficient agent schedules to meet SLAs and improve customer satisfaction.

The role requires strong data analysis, forecasting, and Excel skills, with experience in major WFM platforms. Collaboration with operations and leadership is essential to drive performance improvements.