Workforce Management Lead Analyst
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Job Description
Lead WFM Analyst optimizing capacity, scheduling, and performance analytics for ModMed’s healthcare software platform. Automating dashboards and advising leadership on staffing and operational strategy.
Responsibilities:
- Build and maintain complex supply-and-demand capacity models
- Write custom SQL queries for volume and variance analysis
- Create, publish, and maintain optimized schedules, including shift swaps and offline planning
- Monitor intraday adherence and volume
- Own service metric tracking, including SLA, ASA, and AHT
- Automate dashboards using SQL and data visualization tools
- Prepare and present weekly, monthly, and quarterly operational reports to leadership
- Serve as a strategic consultant to senior leadership
- Provide data-backed recommendations on headcount needs and shrinkage buffers
- Partner with business unit leaders to present data-driven narratives that influence decision-making
- Identify and implement improvements to WFM workflows and reporting architecture
Requirements:
- Bachelor's degree in Data Analytics, Business, Statistics, or related field
- 4–6+ years in Workforce Management, Capacity Planning, or Operations Analytics within multi-channel environments
- Proficiency in SQL, including joins, aggregations, and window functions
- Advanced expertise in Excel or Google Sheets, including complex formulas, scenario modeling, pivot tables, and data structuring
- High mastery of WFM software such as Verint, NICE CXone, Genesys, Zendesk WFM, or similar
- Experience with data visualization tools such as Tableau, Power BI, or Looker
- Experience building automated, self-serve dashboards using Tableau, Power BI, Looker, or Sigma
- Basic understanding of statistical forecasting models such as ARIMA, Holt-Winters, Erlang-C, or Erlang-A, or scripting in Python/R for automated data pipelines
- Experience setting up, configuring, or integrating a new WFM platform from scratch
- Lean, Six Sigma, or Agile certification or experience driving operational process redesign
- Industry certifications such as COPC, CWPP, or vendor-specific platform certifications
Benefits:
- Comprehensive medical, dental, and vision benefits
- Company Health Savings Account contribution
- 401(k) matching contribution of 50% of contributions deferred on up to 6% of compensation
- 100% vesting of matching contributions after one year of employment
- Generous Paid Time Off
- Paid Parental Leave
- Company-paid Life and Disability benefits
- Flexible Spending Account
- Employee Assistance Programs
- Company-sponsored Business Resource & Special Interest Groups
- Professional development opportunities
- Tuition reimbursement programs
- Unlimited access to LinkedIn Learning
- Global presence and in-person collaboration opportunities
- Dog-friendly HQ
- Remote availability for some roles
- Weekly catered breakfast and lunch
- Treadmill workstations
- Zen and wellness rooms
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