Sr Workforce Management Analyst - Contact Center Operations

We are seeking a highly skilled Senior Workforce Management (WFM) Analyst to own forecasting, capacity planning, and reporting across our inbound and outbound contact center operations.

This role requires strong SQL expertise and hands-on experience with cloud-based contact center platforms (NICE inContact / CXone, RingCentral, or similar).

The ideal candidate thrives at the intersection of data, operations, and strategy, helping us improve service levels, optimize staffing, and deliver an exceptional patient experience.

We are seeking candidates with 4+ years of workforce management experience in a high-volume contact center environment.

• Analyze and interpret contact center KPIs (Service Level, ASA, Abandonment, Occupancy, Shrinkage, etc.) and deliver executive-level reporting.
• Partner with process innovation team to develop self-service reporting dashboards in SQL and BI tools (Power BI, Tableau, Looker, etc.)
• Build, maintain, and refine short- and long-term forecasts for contact volumes, handle times, and staffing requirements across multiple sites or business lines. 
• Leverage advanced analytics and machine learning (ML/NLP) techniques to improve forecasting accuracy and workforce optimization.
• Conduct capacity planning and scenario modeling to inform hiring, scheduling, and performance improvement strategies.
• Write and optimize SQL queries to extract, transform, and analyze large data sets for actionable insight.
• Support scheduling and intraday management strategies in collaboration with WFM scheduling and real-time teams as needed.
• Serve as a subject matter expert (SME) in workforce management and telephony reporting integrations (NICE CXone, DialPad, RingCentral, ServiceNow, etc.).
• Lead and contribute to process improvement initiatives focused on efficiency, automation, and agent engagement.

Minimum Education Required:
• Bachelor’s degree in Business, Mathematics, Statistics, Data Analytics, or a related field — or equivalent work experience.

Preferred:
• Master’s degree in Data Science, Operations Research, or a related quantitative discipline

Minimum Experience Required:
• 4+ years of workforce management experience in a high-volume contact center environment.
• Demonstrated proficiency in SQL and data visualization/reporting tools.
• Hands-on experience with NICE inContact / CXone, RingCentral, or other major contact center platforms.

Preferred:
• Experience applying machine learning, NLP, or advanced forecasting models to contact center or workforce management data.
• Experience supporting multi-site or global operations with complex vendor partnerships.
• Familiarity with automation tools (Python, R, or API integrations).

Knowledge Skills and Abilities
• Deep understanding of Erlang-C modeling, interval-based forecasting, shrinkage planning, and occupancy optimization.
• Advanced proficiency with Excel, SQL, and BI tools (Power BI, Tableau, Looker).
• Strong grasp of contact center KPIs and their operational drivers.
• Excellent analytical and problem-solving skills with the ability to simplify complex data for diverse audiences.
• Exceptional communication and presentation skills — able to influence stakeholders across all levels.
• Highly organized, detail-oriented, and capable of managing multiple priorities independently.
• Proven ability to innovate and implement new tools, dashboards, or analytic techniques.