Workforce Management Operations Analyst
Core
Monitor intraday workload and staffing for back-office healthcare operations to ensure service levels are met.
Role type
Workforce Management Operations Analyst (Real-Time Analyst)
Builds
Staffing schedules and real-time operational adjustments for case processing and study projects
Domain
Healthcare operations / Workforce Management
Deliverable
dashboards & analysis
Required skills
Verint WFM, intraday monitoring, root-cause analysis, Tableau, HIPAA compliance, data integrity, ticketing management, business continuity planning
Preferred skills
Tableau dashboard development, forecasting and capacity planning, Genesys/NICE/IEX platforms, Advanced Excel
Technologies
Verint, Tableau
Responsibilities
Operate Verint for intraday monitoring and schedule management; monitor workload volumes and staffing adherence; initiate same-day staffing adjustments; perform root-cause analysis on SLA misses; serve as communication hub for operations leaders; manage WFM ticketing requests; maintain data integrity and execute business continuity plans
Seniority
Mid-level, hands-on IC
