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Workforce Management Analyst – Call Center, Nurse Triage

Business AnalystBusiness AnalystFull TimeRemoteTeam 5,001-10,000Since 1969H1B SponsorCompany Site LinkedIn

Location

Florida + 4 more

Posted

15 days ago

Salary

Not specified

High School6 yrs expExperience acceptedEnglishAWS

Job Description

• Own short-, mid-, and long-range capacity plans across queues, skills, and channels • Develop interval-level forecasts using Calabrio historical, Amazon Connect telemetry, seasonality, and operational inputs • Perform daily and weekly reforecasting to adjust for demand variability • Build and maintain forecasting assumptions (AHT, shrinkage, arrival patterns) in partnership with IT/BI • Design and optimize multi-skill schedules that balance service levels, compliance, fairness, and employee preferences • Ensure schedules meet RN licensure, state-specific coverage, and specialty skill requirements • Drive adherence and conformance using Calabrio • Monitor real-time performance metrics including SL, ASA, AHT, backlog, occupancy, and adherence • Partner with IT and Operations to adjust routing, overflow, and IVR strategies • Analyze forecast variance (WAPE/MAE), schedule efficiency, adherence, and productivity

Job Requirements

6+ years of Workforce Management experience in a high-volume contact center environment (healthcare and/or 24/7 operations strongly preferred)
Demonstrated end-to-end ownership of forecasting, scheduling, and real-time performance
Proven ability to operate as a standalone WFM owner without direct reports
Expert-level, hands-on Calabrio (Teleopti) experience (configuration, not just end-user)
Experience working with AWS/Amazon Connect data and partnering with IT/BI teams
Advanced Excel or Google Sheets skills and strong data fluency
Clear, confident communicator able to explain complex WFM concepts to executives and clinical leaders
Experience supporting remote, multi-site, multi-state operations in a HIPAA-aware environment
High school diploma or equivalent
Bachelor's degree in Business, Operations, Analytics, Statistics, Engineering, Health Administration, or a related field preferred.