Workforce Management Operations Analyst

Heartflow•Austin, TX

5d•$72,500 - $92,500

About The Position

The WFM Operations Real-Time Analyst is a core member of Heartflow’s Workforce Management team. The team ensures that the appropriate number of case-processing analysts are available at the right time to meet customer demand and protect service levels. The analyst owns intraday monitoring of workload and staffing across back-office healthcare operations, identifies emerging service-level risks, and initiates or coordinates same-day adjustments to keep performance and productivity on target. The role primarily uses Verint and Tableau to monitor adherence, occupancy, and workload trends, surface real-time insights, and communicate with operations leaders throughout the service day. The successful candidate thrives in a fast-paced, multi-queue environment, takes initiative, collaborates positively, and uses data to drive action. Heartflow is a medical technology company developing AI-driven, non-invasive tools for the diagnosis and management of coronary artery disease.

Requirements

Bachelor’s degree or equivalent practical experience in business, analytics, operations management, healthcare administration, or a related field.
At least 2 years of hands-on experience with Verint workforce management software, including real-time/adherence, intraday, and/or scheduling modules.
At least 3 years of workforce management experience, including real-time or intraday analysis, in a back-office operations environment.
Demonstrated experience supporting back-office healthcare functions, such as case processing, training, study projects, process validation, or certification.
Strong prioritization and decision-making skills in a fast-paced, multi-queue environment.
Working knowledge of service level, interval performance, adherence, occupancy, and intraday management practices.
Working knowledge of Tableau or a comparable BI/reporting tool sufficient to read dashboards and monitor trends.
Clear written and verbal communication skills, including the ability to present complex metrics to non-technical audiences.
High attention to detail and data integrity; experience managing ticketing workflows, documenting decisions, and maintaining WFM system data, including case analyst schedules and PTO administration.
Experience producing performance reports and identifying actionable trends.

Nice To Haves

Tableau dashboard development, calculations, and publishing skills, with the ability to translate data into operational actions.
Experience supporting short-, medium-, and long-term forecasting and capacity planning by validating trends and providing real-time context on staffing gaps and workload drivers.
Familiarity with WFM platforms beyond Verint, such as Genesys, NICE, or IEX.
Advanced Excel skills, including pivot tables, XLOOKUP/VLOOKUP, and conditional formatting.
Familiarity with HIPAA requirements and secure handling of healthcare-related data.

Responsibilities

Use Verint as the primary WFM platform for intraday monitoring, adherence tracking, and real-time schedule management; maintain accurate WFM configuration and data.
Monitor intraday workload volumes, inventory and backlog, and staffing adherence across back-office healthcare functions, including case processing, training, study projects, process validation, and certification.
Proactively address absenteeism, tardiness, and changes in workload volume.
Identify staffing imbalances and initiate or coordinate same-day adjustments, including overtime, voluntary time off, shift moves, and cross-skilled support, to protect service levels and productivity.
Analyze root causes of SLA misses, volume anomalies, and adherence trends; document findings and recommend corrective actions.
Act as the real-time communication hub between WFM, operations supervisors, and leadership; facilitate intraday briefings and maintain an event log of disruptions and actions taken.
Manage WFM ticketing requests, including schedule adjustments, adherence disputes, time-off updates, and access or configuration issues; track recurring themes for process improvement.
Maintain data integrity in WFM systems, including agent profiles, skill assignments, and schedules, and follow HIPAA and internal data governance requirements.
Execute the business continuity plan during disruptions and provide input to the overall continuity plan.
Produce daily, weekly, and monthly performance reports covering SLA attainment, adherence, occupancy, handle time, and backlog aging, and identify actionable trends.