Workforce Management Operations Analyst (Healthcare)

Location: Austin, Texas, United States

Salary: $72,500–$92,500 yearly base compensation plus bonus

Company

hirify.global is a publicly traded medical technology company developing AI-driven, non-invasive solutions for diagnosing and managing coronary artery disease.

What you will do

• Monitor intraday workload, backlog, staffing adherence, occupancy, and service-level performance across back-office healthcare operations.
• Use Verint for real-time monitoring, schedule management, WFM configuration, and adherence tracking.
• Identify staffing imbalances and coordinate same-day actions, including overtime, voluntary time off, shift changes, and cross-skilled support.
• Analyze SLA misses, volume anomalies, and adherence trends; document root causes and recommend corrective actions.
• Coordinate real-time communication between Workforce Management, operations supervisors, and leadership, including briefings and disruption logs.
• Manage WFM tickets, maintain system data integrity, support business continuity, and follow HIPAA and internal data governance requirements.

Requirements

• Bachelor's degree or equivalent practical experience in business, analytics, operations management, healthcare administration, or a related field.
• At least 2 years of hands-on experience with Verint workforce management software and 3 years of workforce management experience in back-office operations.
• Experience supporting back-office healthcare functions such as case processing, training, study projects, process validation, or certification.
• Knowledge of service level, interval performance, adherence, occupancy, intraday management, and operational reporting.
• Working knowledge of Tableau or a comparable BI and reporting tool, plus strong written and verbal communication skills.
• High attention to detail, experience with ticketing workflows and WFM data administration, and the ability to produce performance reports and identify actionable trends.

Nice to have

• Tableau dashboard development, calculations, and publishing experience.
• Experience supporting forecasting and capacity planning.
• Familiarity with Genesys, NICE, IEX, or other WFM platforms.
• Advanced Excel skills, including pivot tables, XLOOKUP/VLOOKUP, and conditional formatting.
• Familiarity with HIPAA requirements and secure handling of healthcare data.

Culture & Benefits

• Work in a fast-paced, multi-queue healthcare operations environment.
• Support a product used internationally for AI-driven coronary artery disease diagnosis and management.
• Contribute to business continuity planning and operational process improvement.
• Base compensation includes an estimated annual range of $72,500–$92,500 plus bonus.