Workforce Management Analyst

About Lantern

Lantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com.


About You:

• You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins.
• INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You have the GRIT , drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas.
• You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren't just the individuals using your product. They are the driving factor in your motivation to make a change.
• Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear.
• You thrive in a Team Environment. Collaboration is key in innovation and creating change.

These pillars of LIGHT are a reminder to our team that we are making a difference by providing guidance and support in navigating the often complex and confusing landscape of healthcare. We hope that through this LIGHT , individuals can find their way to the best care, resources, and support they need to get back to life.


If this sounds like you, we would love to connect to speak further about career opportunities at Lantern.

Please apply to our role & someone from our Talent Acquisition Team will reach out to help you navigate our interview process.

JOB OVERVIEW


The WFM Analyst, Member Services, is responsible for intraday service delivery to ensure service levels and key performance indicators (KPIs) are met, as well as short-term capacity risk evaluation, and translating real-time signals into concise, actionable recommendations for leadership.


This role includes real-time monitoring, variance analysis, and intraday adjustments that streamline schedules and staffing to improve operational efficiency.


The ideal candidate identifies opportunities to reduce manual work and develop simple, repeatable processes that improve decision-making speed and support greater operational agility.


Responsibilities:

Real-Time Monitoring

• Continuously monitor real-time metrics using WFM/telephony systems, and convert performance signals into prioritized actions.

• Identify variance drivers using short-interval forecasting and trend analysis.

Intraday Management & Adjustments

• Execute intraday adjustments and recommend targeted levers (skills, shrinkage) with clear impact statements.

Communication & Collaboration

• Communicate clear "so what" guidance: impact, options, and recommended action.

Automation & Platform Optimization

• Identify automation opportunities, reduce manual exception handling, and leverage platform capabilities in NICE CXone.

Requirements:

• High School Diploma or equivalent; Associate or Bachelor's preferred.

• WFM contact center experience (scheduling, intraday, capacity risk).

• Experience with NICE CXone (preferred) or enterprise WFM platforms.

• Proficiency with Excel/Sheets (lookups, pivots, logic).

• Preferred: Ability to write SQL queries for WFM/ACD datasets.

• Nice to have: Python, BI tools, CXone dashboards.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short & Long Term Disability
• Life Insurance
• 401k with company match
• Paid Time Off
• Paid Parental Leave

Lantern does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.