Workforce Management (WFM) Lead Analyst

ModMed • Remote-FL, FL

7d • Hybrid

About The Position

The Lead WFM Analyst is a specialized role responsible for owning end-to-end WFM operations, including capacity planning, scheduling, and operational performance analysis. The role exists to transform complex operational data into actionable insights for senior leadership, ensuring optimal service levels through rigorous data modeling and strategic advisory.

Requirements

• Bachelor's degree - Data Analytics, Business, Statistics, or related field
• 4-6+ years in Workforce Management, Capacity Planning, or Operations Analytics within multi-channel environments
• Proficiency in SQL (ability to query databases, write joins, aggregations, and window functions to extract raw contact center/operations data independently).
• Advanced expertise in Excel/Google Sheets (complex formulas, scenario modeling, pivot tables, data structuring).
• High mastery of WFM software (e.g., Verint, NICE CXone, Genesys, Zendesk WFM, or similar).
• Experience with data visualization tools (Tableau, Power BI, or Looker).
• BI Tool Expertise: Experience building automated, self-serve dashboards using tools like Tableau, Power BI, Looker, or Sigma.
• Statistical & Python/R Knowledge: Basic understanding of statistical forecasting models (e.g., ARIMA, Holt-Winters, Erlang-C/Erlang-A) or scripting in Python/R for automated data pipelines.
• WFM System Implementation/Admin Experience: Background in setting up, configuring, or integrating a new WFM platform from scratch rather than just using an existing system.
• Cross-Functional Process Improvement: Lean, Six Sigma, or Agile certification or experience driving operational process redesign beyond standard WFM reporting.
• COPC or WFM Certification: Industry certifications (such as COPC, CWPP, or vendor-specific platform certifications).

Responsibilities

• Build and maintain complex supply-and-demand capacity models and write custom SQL queries for volume/variance analysis.
• Create, publish, and maintain optimized schedules, including shift swaps and offline planning; monitor intraday adherence and volume.
• Own service metric tracking (SLA, ASA, AHT, etc.) and automate dashboards using SQL and data visualization tools.
• Prepare and present weekly/monthly/quarterly operational reports to leadership, serving as a strategic consultant.
• Provide data-backed recommendations on headcount needs and shrinkage buffers.
• Partner with business unit leaders to present data-driven narratives that influence decision-making.
• Continuously identify and implement improvements to WFM workflows and reporting architecture.

Benefits

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
• 401(k) with matching contribution
• Generous Paid Time Off and Paid Parental Leave programs
• Company paid Life and Disability benefits
• Flexible Spending Account
• Employee Assistance Programs
• Company-sponsored Business Resource & Special Interest Groups
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning

What This Job Offers

• Job Type: Full-time
• Career Level: Senior