Note: The job is a remote job and is open to candidates in USA. ModMed is a company focused on transforming the healthcare experience through innovative software solutions. The Lead WFM Analyst is responsible for managing end-to-end workforce management operations, including capacity planning and operational performance analysis, to provide actionable insights for senior leadership.
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
Skills
- 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)
- Experience building automated, self-serve dashboards using tools like Tableau, Power BI, Looker, or Sigma
- Basic understanding of statistical forecasting models (e.g., ARIMA, Holt-Winters, Erlang-C/Erlang-A) or scripting in Python/R for automated data pipelines
- Background in setting up, configuring, or integrating a new WFM platform from scratch rather than just using an existing system
- Lean, Six Sigma, or Agile certification or experience driving operational process redesign beyond standard WFM reporting
- Industry certifications (such as COPC, CWPP, or vendor-specific platform certifications)
Benefits
- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation
- After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep
- 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 that provide engaged and supportive communities within ModMed
- Professional development opportunities, including tuition reimbursement programs
- Unlimited access to LinkedIn Learning
- Global presence and in-person collaboration opportunities
- Dog-friendly HQ (US)
- Hybrid office-based roles and remote availability for some roles
- Weekly catered breakfast and lunch
- Treadmill workstations
- Zen
- Wellness rooms within our BRIC headquarters
Company Overview
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