Workforce Management Analyst

CareTalk Health

. Forecast contact and demand volume and build capacity/staffing plans across teams .

Posted 9/29/2026full-timeRemote • United StatesJuniorMid-Level💰 $30 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management analysis, including forecasting, real-time queue monitoring, and data-driven decision-making. Proficient in utilizing AI tools and multi-source data to optimize staffing and operational efficiency in contact center environments.

Highest-signal resume keywords

Workforce Management AnalysisReal-Time Queue MonitoringAI Tools ProficiencyData-Driven RecommendationsContact Center Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ForecastingStaffing RecommendationsExcel ProficiencyData AnalysisOccupancy Reporting

Soft Skills

Communication Skills

Tools & Technologies

AI-Powered ToolsLLM ExperimentationGoogle ChromeAmazon WorkspacesWindows 10MacOS 14 Sonoma

Industry Keywords

Contact CenterMulti-State LicensureService LevelsAdherence TrackingOperational Leadership

Tech Stack

Tools & technologies

LinuxMacOS

About the role

Key responsibilities & impact

Forecast contact and demand volume and build capacity/staffing plans across teams
Monitor queues and staffing in real time, tracking adherence and service levels
Make intraday adjustments to maintain target coverage
Identify and respond to volume spikes, absences, and changing demand
Combine source data from multiple inputs and produce staffing recommendations
Use AI-powered tools, prompting, and LLM experimentation to generate, test, and validate forecasts
Build and maintain reporting for occupancy, adherence, service levels, and staffing accuracy
Account for clinician licensing and multi-state licensure constraints when planning coverage
Collaborate with operational leadership to flag risks and recommend adjustments

Requirements

What you’ll need

Minimum of 2 years of experience as a workforce management analyst or in a WFM operational role
Contact center experience required
Hands-on experience with real-time queue monitoring and adherence in a contact center setting
Strong Excel skills
Ability to work with data from multiple sources and produce forecasts and recommendations
AI fluency and comfort using LLMs and AI tools in analytical work
Ability to communicate data-driven recommendations to non-technical stakeholders
Windows or Apple (macOS) computer only; no Chromebooks, Linux machines, or smartphones
Windows 10 or macOS 14 Sonoma minimum
Intel Core i5 or AMD equivalent on Windows; Apple Silicon on Macs
16 GB RAM
Wired headphones required; no built-in microphones
Minimum internet speeds of 100 Mbps download and 50 Mbps upload
Ethernet cable connecting the computer directly to the router
Google Chrome with Amazon Workspaces
Webcam required for video calls
Reliable internet connectivity and a secure, private workspace
Must perform all work physically within the United States; international work is not permitted during scheduled work hours

Benefits

Comp & perks

Remote work from a home office
Flexible schedule based on clinic hours
Equal opportunity and inclusive work environment