WFO Analyst, Reporting and Analysis

Dragonfly Health

. Develop reporting that gives leaders clear visibility into site, team, and individual performance .

Posted 9/28/2026full-timeUnited StatesJunior💰 $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in forecasting and workforce management, utilizing advanced Excel skills to analyze data and improve operational processes. Capable of developing reporting standards and collaborating across teams to enhance decision-making and resource allocation.

Highest-signal resume keywords

Forecasting ExperienceWorkforce Management SoftwareAdvanced Excel SkillsAnalytical SkillsContact Center Metrics

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ForecastingData AnalysisWorkforce ManagementExcel Pivot TablesAdvanced CalculationsMacrosPerformance AnalysisStaffing ModelsOperational ProcessesData Integrity

Soft Skills

Effective CommunicationPresentation Skills

Tools & Technologies

WFM PlatformsAvaya

Industry Keywords

Contact Center MetricsCapacity PlanningWorkforce TrendsResource AllocationOperational Analytics

About the role

Key responsibilities & impact

Develop reporting that gives leaders clear visibility into site, team, and individual performance
Build short- and long-term forecasting models to determine staffing needs based on demand, service expectations, and budget targets
Create forward-looking forecasts using historical trends and future business drivers to support planning and resource allocation
Analyze workforce trends and performance gaps and recommend improvements to staffing models, scheduling, and operational processes
Develop consistent WFM reporting standards and processes that improve data integrity and decision-making
Maintain WFM system configurations and data integrity supporting forecasting, scheduling, and reporting
Partner across the organization to support integrations between WFM platforms, Avaya, and other operational systems
Represent Workforce Management on cross-functional initiatives involving staffing, forecasting, operational analytics, and system changes

Requirements

What you’ll need

1–3+ years of forecasting experience and experience working in a workforce management environment
Strong understanding of contact center metrics and capacity-planning fundamentals
Advanced Excel skills, including pivot tables, advanced calculations, and macros
Experience working with workforce management software
Strong analytical skills and ability to translate data into useful business insights
Ability to communicate and present information effectively across different levels of the organization
Degree in business, finance, or a related field preferred; equivalent experience will be considered
Bachelor's degree in Business Management or related field preferred
At least 1 year of forecasting experience
MS Excel proficiency, including pivot tables, advanced calculations, and macros
Workforce Management experience

Benefits

Comp & perks

Comprehensive Benefits Package (Health, Dental, Vision, PTO, Sick Time, 401k w/match, etc.)
Growth Opportunity and Career Advancement
Agile and Adaptable team culture
Innovative and revolutionary technology solutions
A higher calling to provide quality patient care
Continuous learning and skill development opportunities