Workforce Management Analyst 2
Core
Monitor live operational performance and make real-time data-driven staffing decisions to ensure service levels and operational stability for patient support.
Role type
Workforce Management Analyst (Real-Time Analyst)
Builds
Staffing schedules and operational workflows for customer support
Domain
Healthcare technology / Consumer health
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Real-Time Analyst experience, Workforce Management (WFM) experience, Microsoft Excel, Genesys, reporting automation, Tableau, schedule analysis and optimization
Preferred skills
Analytical thinking, problem-solving, clear communication, organizational skills, adaptability, continuous improvement mindset
Technologies
Microsoft Excel, Genesys, Tableau
Responsibilities
Monitor live operational performance across multiple lines of business, make real-time staffing adjustments, support operational leaders with intraday risk mitigation, optimize schedules balancing agent preferences, act as front-line partner during escalations and system issues, maintain process definitions for workforce management
Seniority
Mid-level, hands-on IC