Workforce Analyst

Tactile Medical • Minneapolis, MN

3d

About The Position

At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses. The Workforce Analyst will be responsible for supporting a strategic workforce model across multiple departments (contact center and back office) and accompanying change efforts across the business.

Requirements

• High school diploma
• 3+ years WFM experience
• Microsoft Excel, Power Automate, Power BI

Nice To Haves

• NICE CXone, scheduling, and forecasting experience - NICE IEX is a plus
• Previous experience within medical device (DME) or a healthcare industry

Responsibilities

• Execute the workforce management strategy and day-to-day management of WFM functions; including real-time operations, staffing and technology needs.
• Monitor queues, channel, and contact center performance and alerts leadership of trends.
• Oversee contact center team member skill changes and queue assignments.
• Proactively identify and communicate factors affecting the patient experience through verbal and written communication.
• Facilitate discussions of performance to forecast, partnering with operations leaders to optimize performance capabilities.
• Manage agent scheduling, shift and time-off bidding, and immediate and short-range forecasting.
• Prepare and distribute employee-level, team-level and performance scorecards.
• Provide support for special projects and other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees