[Remote] Workforce Management (WFM) Lead Analyst

Note: The job is a remote job and is open to candidates in USA. reputed company is a company dedicated to modernizing the healthcare experience through innovative software solutions. The Lead WFM Analyst is responsible for overseeing end-to-end Workforce Management operations, focusing on capacity planning, scheduling, 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/reputed company Sheets (complex formulas, scenario modeling, pivot tables, data structuring) • High mastery of WFM software (e.g., reputed company, NICE CXone, reputed company, reputed company 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 reputed company • 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 reputed company, or Agile certification or experience driving operational process reputed company 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): reputed company 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 reputed company, 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 reputed company • Professional development opportunities, including tuition reimbursement programs • Unlimited access to reputed company 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, and wellness rooms within our BRIC headquarters Company Overview • Specialty-specific healthcare SaaS solutions including AI-Powered EHRs, Practice Management, Analytics, RCM, Patient Engagement, Payments It was founded in 2010, and is headquartered in Boca Raton, Florida, USA, with a workforce of 1001-5000 employees. Its website is https://www.reputed company.com. Company H1B Sponsorship • reputed company has a track record of offering H1B sponsorships, with 8 in 2026, 8 in 2025, 6 in 2024, 1 in 2023, 1 in 2021. reputed company note that this does not guarantee sponsorship for this specific role. Apply To This Job