Workforce Management Analyst

Vida Health

2d•$70,000 - $80,000•Remote

About The Position

The Workforce Management (WFM) Analyst optimizes staffing levels and agent productivity across contact center channels, including inbound and outbound calls and email, with potential coverage of chat and social media. The role uses data analysis, forecasting, scheduling, and real-time monitoring to ensure appropriately skilled agents are available when needed to meet service level agreements, operational efficiency targets, and customer satisfaction goals. The position supports resource utilization and the customer and agent experience.

Requirements

Bachelor's degree in Business Administration, Statistics, Operations Management, or a related field, or equivalent practical experience.
2–3 years of experience in a multi-channel contact center environment; inbound, outbound, and email experience preferred, preferably in Workforce Management.
Experience with a major WFM software platform such as NICE IEX, Verint, Aspect, Genesys, or Calabrio.
Ability to collect, analyze, and interpret complex data to derive insights and make data-driven decisions.
Understanding of forecasting methodologies and their application in a contact center.
Functional knowledge of WFM systems for forecasting, scheduling, and real-time management.
Advanced Excel or Google Sheets skills, including pivot tables, VLOOKUPs, charting, and complex formulas.
Ability to identify issues, analyze root causes, and propose effective solutions in a fast-paced environment.
Excellent verbal and written communication skills, including the ability to convey complex information clearly to audiences ranging from agents to leadership.
Meticulousness in data entry, reporting, and schedule creation.
Ability to thrive in a dynamic environment, manage multiple priorities, and react calmly to unexpected events.
Understanding of how WFM impacts customer experience.
Ability to collaborate effectively with cross-functional teams.
Must be authorized to work in the U.S.; Vida is unable to sponsor work visas.
Must reside in or be able to work from a U.S. state where Vida is authorized to do business; international work is prohibited.

Responsibilities

Develop and maintain short- and long-term forecasts for multi-channel contact volumes.
Translate forecasts into staffing requirements and create optimized agent schedules that meet service level targets.
Monitor real-time performance across channels and make proactive intraday adjustments to staffing and applications.
Manage agent schedule adherence, time-off requests, and other scheduling adjustments.
Collaborate with operations, marketing, and other departments to gather insights that affect contact volume.
Communicate performance, schedules, and staffing decisions clearly to leadership and the team.
Develop and distribute regular WFM reports and dashboards covering KPIs such as service level and occupancy.
Conduct root cause analysis for service misses and provide actionable insights for improvement.
Identify opportunities to improve WFM processes and refine forecasting models based on historical analysis.
Build working relationships with contact center leadership and agents to foster collaboration.
Perform additional responsibilities as needed.