Workforce Management Analyst

Lantern is a specialty care platform that connects people with top specialists for surgery, cancer care, infusions, and more, delivering excellent, cost‑effective care to employers and their workforces. About You You use LOGIC in your decision making and focus on execution while celebrating both small and big wins. Inclusion is a core tenant of your personal beliefs and you thrive in a diverse environment. You possess GRIT , drive, and ambition to tackle big problems. You care deeply for customers and keep HUMANITY in all decisions. Integrity guides you, focusing on TRUTH rather than giving people the answers they want to hear. You thrive in a team environment and value collaboration. 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 develops 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. Execute intraday adjustments and recommend targeted levers (skills, shrinkage) with clear impact statements. 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 other 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 Vision Insurance Short & Long Term Disability Life Insurance 401(k) with company match Paid Time Off 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 the provision of employment opportunities and benefits. #J-18808-Ljbffr Employer Direct Healthcare