Workforce Management Operations Analyst

Job Responsibilities:

• Technology & Tools: Operate within Verint as the primary WFM platform for intraday monitoring, adherence tracking, and real-time schedule management; maintain accurate WFM configuration and data.

• Real-Time Monitoring: Monitor intraday workload volumes, inventory/backlog, and staffing adherence across back-office healthcare functions (e.g., case processing, training, study projects, process validation, certification, etc.), proactively addressing absenteeism, tardiness, and volume shifts.

• Intraday Management: Identify staffing imbalances and initiate or coordinate same-day adjustments (overtime, voluntary time off, shift moves, and cross-skilled support) to protect service levels and productivity.

• Root-Cause Analysis: Perform root-cause analysis on SLA misses, volume anomalies, and adherence trends; document findings and recommend corrective actions.

• Communication Hub: Serve as the real-time communication hub between WFM, operations supervisors, and leadership; facilitate intraday briefings and maintain an event log of disruptions and actions taken.

• Ticketing & Requests: Manage WFM ticketing requests (schedule adjustments, adherence disputes, time-off updates, access/configuration issues) and track recurring themes for process improvement.

• Data Integrity & Compliance: Maintain data integrity within WFM systems (agent profiles, skill assignments, schedules) and follow HIPAA and internal data governance requirements.

• Business Continuity: Execute the business continuity plan during disruptions and provide input to the overall continuity plan.

Required Qualifications:

• Education: Bachelor's degree (or equivalent practical experience) in business, analytics, operations management, healthcare administration, or a related field.

• Verint Experience: 2+ years of hands-on experience using Verint workforce management software (real-time/adherence, intraday, and/or scheduling modules).

• WFM Experience: 3+ years of workforce management experience, including real-time/intraday analysis, in a back-office operations environment.

• Back-Office Healthcare Operations: Demonstrated experience supporting back-office healthcare functions (case processing, training, study projects, process validation, certification, etc).

• Real-Time Decision-Making: Strong prioritization and decision-making in a fast-paced, multi-queue environment.

• WFM Fundamentals: Working knowledge of service level, interval performance, adherence, occupancy, and intraday management practices.

• Reporting Tools: Working knowledge of Tableau (or a comparable BI/reporting tool) sufficient to read dashboards and monitor trends.

• Communication: Clear written and verbal communication; ability to present complex metrics to non-technical audiences.

• Attention to Detail & Systems Administration: High attention to detail and data integrity; experience managing ticketing workflows, documenting decisions, and maintaining WFM system data (profiles, skills, schedules), including case analyst schedules and PTO administration.

• Data Analysis & Reporting: Experience producing daily, weekly, and monthly performance reporting (SLA attainment, adherence, occupancy, handle time, backlog aging) and identifying actionable trends

Preferred Qualifications:

• Tableau Proficiency: Dashboard development, calculations, and publishing in Tableau, with the ability to translate data into operational actions.

• Forecasting & Capacity-Planning Support: Experience supporting short-term/medium and long term forecasting and capacity planning by validating trends and providing real-time context on staffing gaps and workload drivers.

• Comparable WFM Platforms: Familiarity with additional WFM platforms (e.g., Genesys, NICE, IEX) beyond Verint is a plus.

• Advanced Excel: Pivot tables, XLOOKUP/VLOOKUP, and conditional formatting.

• Compliance: Familiarity with HIPAA requirements and secure handling of healthcare-related data.