Senior WFM Data Analyst
PT Solutions Physical Therapy
3d
About The Position
The Senior WFM Data Analyst serves as the data backbone for workforce management operations, responsible for sourcing, integrating, and transforming data from multiple systems to enable accurate forecasting and operational decision-making. This role combines technical data skills with WFM domain expertise to support centralized contact center operations across a rapidly growing clinic network. You will be instrumental in building the data infrastructure that powers staffing decisions affecting thousands of patient interactions daily.
Requirements
- Bachelor's degree in Business Analytics, Information Systems, Statistics, or related field (or equivalent experience)
- 4-6 years of experience in data analytics, business intelligence, or WFM operations
- Proficiency in SQL for data extraction, manipulation, and analysis
- Advanced Excel skills including Power Query, complex formulas, and data modeling
- Experience with BI/visualization tools (Power BI, Tableau, or similar)
- Demonstrated ability to work independently and manage competing priorities
Nice To Haves
- Experience with WFM platforms and contact center operations
- Healthcare or EMR experience (Epic strongly preferred)
- VBA and/or Python scripting for automation
- Experience building ETL processes or working with data warehouses
Responsibilities
- Extract, transform, and load data from CCaaS platforms (Five9/NiCE CXOne), Epic EMR, and operational systems into standardized formats
- Develop and maintain automated data pipelines for recurring WFM reporting needs
- Create data quality frameworks to ensure accuracy and consistency across source systems
- Build and maintain documentation for data sources, transformations, and business logic
- Troubleshoot data discrepancies and implement root cause solutions
- Execute forecasting models using prepared data inputs and established methodologies
- Perform variance analysis and recommend model adjustments based on findings
- Generate capacity planning scenarios for regional expansion and clinic onboarding
- Design and deliver operational dashboards for WFM and contact center leadership
- Create ad-hoc analyses to support strategic decision-making
- Partner with IT and vendor teams on system integrations and data access requirements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
