Workforce Management Analyst

Vida Health

. Develop and maintain accurate short- and long-term forecasts for multi-channel contact volumes .

Posted 10/22/2026full-timeRemote • United StatesJuniorMid-Level💰 $70,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in Workforce Management, including forecasting, scheduling, and real-time performance monitoring to optimize staffing and enhance customer experience. Proficient in data analysis and reporting, with strong communication skills to effectively collaborate with cross-functional teams.

Highest-signal resume keywords

Workforce Management ExperienceForecasting MethodologiesWFM Software ProficiencyAdvanced Excel SkillsData Analysis and Interpretation

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

ForecastingSchedulingData AnalysisRoot-Cause AnalysisPerformance MonitoringKPI ReportingOccupancy ManagementAgent SchedulingMulti-Channel OptimizationStatistical Analysis

Soft Skills

Excellent CommunicationCollaborationProblem-SolvingAdaptabilityAttention to Detail

Tools & Technologies

NICE IEXVerintAspectGenesysCalabrioGoogle Sheets

Industry Keywords

Contact CenterService Level AgreementsOperational EfficiencyCustomer SatisfactionMulti-Channel Environment

Tech Stack

Tools & technologies

React

About the role

Key responsibilities & impact

Develop and maintain accurate short- and long-term forecasts for multi-channel contact volumes
Translate forecasts into staffing requirements and create optimized agent schedules that meet service-level targets
Monitor real-time performance across all channels and make proactive intraday adjustments to staffing and applications
Manage agent schedule adherence, time-off requests, and other scheduling adjustments
Collaborate with operations, marketing, and other departments to gather insights affecting contact volume
Communicate performance, schedules, and staffing decisions to leadership and the team
Develop and distribute WFM reports and dashboards on KPIs such as service level and occupancy
Conduct root-cause analysis for service misses and provide actionable improvement insights
Identify opportunities to improve WFM processes and refine forecasting models using historical analysis
Build strong working relationships with contact-center leadership and agents
Optimize staffing levels and agent productivity across inbound calls, outbound calls, email, and potentially chat and social media
Ensure staffing supports SLAs, operational efficiency targets, and customer satisfaction goals
Leverage data analysis, forecasting, scheduling, and real-time monitoring to maximize resource utilization and improve customer and agent experience
Perform additional responsibilities as needed

Requirements

What you’ll need

Bachelor's degree in Business Administration, Statistics, Operations Management, or a related field (or equivalent practical experience)
2-3 years of experience within a multi-channel contact center environment, preferably in a Workforce Management role
Experience with a major WFM software platform (e.g., NICE IEX, Verint, Aspect, Genesys, Calabrio)
Ability to collect, analyze, and interpret complex data to derive insights and make data-driven decisions
Understanding of various forecasting methodologies and their application in a contact center
Functional knowledge of WFM systems for forecasting, scheduling, and real-time management
Advanced Excel Skills (Google Sheets) including pivot tables, VLOOKUPs, charting, and complex formulas
Ability to identify issues, analyze root causes, and propose effective solutions in a fast-paced environment
Excellent verbal and written communication skills with the ability to convey complex information clearly to diverse audiences
Meticulous in data entry, reporting, and schedule creation
Ability to thrive in a dynamic environment, manage multiple priorities, and react calmly to unexpected events
Understanding of how WFM impacts customer experience
Ability to collaborate effectively with cross-functional teams
Must be authorized to work in the U.S.; Vida cannot sponsor work visas
Must reside in/be able to work from the U.S.