Workforce Management Analyst
Role Overview
The WFM Analyst optimizes staffing and agent productivity across contact center channels, including inbound and outbound calls and email, with chat and social media also possible.
The role uses data analysis, forecasting, scheduling, and real-time monitoring to meet service levels, operational efficiency targets, and customer satisfaction goals.
Key Skills for This Role
Full Job Posting
About Vida
Vida provides virtual, personalized obesity care using evidence-based treatment for obesity and related conditions.
Its care team includes physicians, registered dietitians, coaches, and licensed therapists, supported by technology.
Role overview
The WFM Analyst optimizes staffing and agent productivity across contact center channels, including inbound and outbound calls and email, with chat and social media also possible.
The role uses data analysis, forecasting, scheduling, and real-time monitoring to meet service levels, operational efficiency targets, and customer satisfaction goals.
Responsibilities
- Develop short- and long-term forecasts for multi-channel contact volumes and translate forecasts into staffing requirements and agent schedules.
- Monitor channel performance in real time and make intraday staffing and application adjustments; manage schedule adherence, time-off requests, and scheduling changes.
- Work with operations, marketing, and other departments to gather contact-volume insights and communicate staffing and performance decisions.
- Create and distribute WFM KPI reports and dashboards, including service level and occupancy measures.
- Analyze service misses, identify root causes, and recommend improvements; refine forecasting models and WFM processes using historical data.
- Build working relationships with contact center leadership and agents.
Qualifications
- Bachelor's degree in Business Administration, Statistics, Operations Management, or a related field, or equivalent practical experience.
- Two to three years of experience in a multi-channel contact center; inbound, outbound, and email experience is preferred.
- Experience with a major WFM platform, such as NICE IEX, Verint, Aspect, Genesys, or Calabrio.
- Ability to analyze complex data, apply contact center forecasting methods, and use WFM systems for forecasting, scheduling, and real-time management.
- Advanced Excel skills, including pivot tables, VLOOKUPs, charting, and complex formulas; Google Sheets is also named.
- Strong communication and root cause analysis skills; meticulous reporting and scheduling; ability to manage competing priorities and collaborate.
- Understanding of how WFM affects customer experience.
Compensation
- Salary range is $70,000–$80,000 yearly.
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