WFM Analyst (Hybrid 11-7PM)
About The Position
About AssistRx AssistRx combines technology, talent, and healthcare expertise to help life sciences companies improve patient access, visibility, and outcomes. Our solutions support patient support programs, reimbursement services, and therapy initiation across the healthcare ecosystem. We’re a fast-growing organization that believes our people are our strongest asset. At AssistRx, you’ll work alongside collaborative, mission-driven teams focused on innovation, operational excellence, and making a meaningful impact on patients’ lives. The Assistant Workforce Management Analyst plays a critical role in optimizing call-center operations across Patient Solutions and other business units. This role focuses on forecasting, scheduling, real-time queue monitoring, and performance analytics to improve productivity, service levels, and associate utilization in a high-volume patient support environment. This position partners closely with Supervisors, Managers, and Directors to deliver actionable insights that drive staffing decisions, operational efficiency, and exceptional customer experience. Ideal candidates will bring hands-on contact-center experience and working knowledge of leading WFM platforms such as Verint, NICE IEX, or similar solutions.
Requirements
- High school diploma or GED plus 2–3 years of relevant experience, or equivalent combination of education and experience
- 2+ years of workforce management experience in a call-center or patient support HUB environment
- Strong understanding of contact-center KPIs, staffing strategies, and performance management
- Proven ability to analyze data, identify trends, and develop staffing recommendations
- Ability to work independently, manage priorities, and meet deadlines with minimal supervision
- Strong written and verbal communication skills
- Advanced proficiency in Excel (pivot tables, formulas, data analysis)
Responsibilities
- Monitor live call queues, intraday performance, and staffing thresholds to ensure SLA and service-level adherence
- Proactively identify staffing gaps and recommend real-time resource reallocation
- Administer volume contingency and surge plans as needed
- Perform historical and intraday analysis to identify trends, patterns, and root-cause drivers of forecast variance
- Develop, maintain, and deliver dashboards, leadership reports, and real-time operational views
- Create staffing models based on call arrival patterns, workload assumptions, and productivity metrics
- Partner with leadership to model the impact of staffing changes on performance outcomes
- Serve as a subject matter expert for Workforce Management (WFM/WFO) platforms, including:
- Configuration, scheduling logic, algorithms, workgroups, skills, and workflows
- Multi-system reporting across telephony, CRM, and HR platforms
- Maintain integrations with external systems (e.g., ADP, JIRA, New Leaf, CRM tools)
- Ensure consistent processes and optimal utilization of WFM tools
- Evaluate operational processes and recommend improvements to increase efficiency and scalability
- Lead or support workforce-related initiatives and projects aligned with business goals
- Communicate findings, insights, and recommendations clearly to cross-functional stakeholders
Benefits
- Supportive, progressive, fast-paced environment
- Competitive pay structure
- Matching 401(k) with immediate vesting
- Medical, dental, vision, life, & short-term disability insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
