Workforce Management Analyst 1
Core
Monitor live operational performance, adjust staffing in real-time, and support operational leaders to maintain service levels for patient support operations.
Role type
Real-Time Analyst (Workforce Management)
Builds
Optimized staffing schedules and real-time operational stability for customer support
Domain
Healthcare technology / Consumer health
Required skills
Real-Time Analyst or WFM experience, data-driven decision making, risk identification, schedule optimization, Microsoft Excel, Genesys, Salesforce, reporting automation, Tableau
Preferred skills
WFM tools experience, continuous improvement mindset, shift flexibility
Technologies
Genesys, Salesforce, Tableau, Microsoft Excel
Responsibilities
Monitor live operational performance across multiple lines of business, Make real-time, data-driven decisions to align staffing with demand, Support operational leaders by identifying risks early and recommending intraday actions, Ensure schedules are optimized and agent preferences are considered, Act as a front-line partner during escalations and system issues, Maintain smooth operations impacting patient support experience
Seniority
Junior, 0-2 years experience
