Workforce Management Analyst

Role Description

The Workforce Management Analyst is responsible for developing accurate forecasts and efficient schedules to optimize staffing levels in a pharmaceutical call center. This role involves analyzing historical trends, call volume patterns, and business needs to create workforce plans that ensure service levels, productivity, and cost efficiency. The Workforce Management Analyst collaborates with Operations, HR, and leadership to balance workload demand with agent availability while maintaining high-quality customer service. Typical work hours are Monday-Friday 12:00pm to 8:30pm EST.

Responsibilities

• Forecasting & Capacity Planning
  • Develop short-term, mid-term, and long-term call volume and workload forecasts based on historical data, business trends, and seasonal fluctuations.
  • Utilize WFM tools (e.g., NICE, Verint, Aspect, Genesys) and statistical models to predict staffing needs.
  • Adjust forecasts based on real-time data, external factors, and unexpected volume changes.
  • Provide scenario analysis to support business decisions regarding staffing levels and operational adjustments.
• Scheduling & Optimization
  • Create and maintain agent schedules that align with business needs while ensuring optimal coverage.
  • Assign shifts, breaks, and off-times while balancing efficiency and employee preferences.
  • Monitor schedule adherence and recommend adjustments to improve performance.
  • Collaborate with HR and Operations to manage PTO requests, overtime, and shift bids.
• Performance & Data Analysis
  • Track service levels, occupancy, adherence, shrinkage, and other key WFM metrics.
  • Generate reports and insights to support decision-making and continuous improvement.
  • Analyze forecast accuracy and refine models based on real-time and historical data.
• Collaboration & Communication
  • Work closely with Operations, Real-Time Analysts, and leadership to align staffing plans with service level goals.
  • Communicate changes in forecasts and schedules to stakeholders.
  • Support workforce planning initiatives, including hiring plans and capacity expansion.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience in Workforce Management, or a related field.
• Minimum 3 years of experience in contact center forecasting and scheduling, preferably in the pharmaceutical or healthcare industry.

Requirements

• Experience in pharmaceutical or healthcare-related contact center operations.
• Familiarity with regulatory compliance in healthcare customer service (HIPAA, FDA guidelines).
• Experience with AI-driven WFM tools or automation in workforce planning.
• Proficiency in WFM software (e.g., NICE, Verint, Aspect, Genesys, or equivalent).
• Strong understanding of forecasting models, workforce planning, and scheduling methodologies.
• Advanced skills in Excel, Google Sheets, and data visualization tools.
• Strong analytical and problem-solving abilities.
• Excellent organizational skills with attention to detail.
• Ability to collaborate with cross-functional teams and adapt to business needs.
• Strong communication skills for presenting data-driven recommendations.

Benefits

• Access to health, dental, and vision insurance.
• Retirement plan options.
• Paid time off.
• Paid parental leave.
• Employee assistance programs.
• Performance bonuses for eligible employees.