Workforce Management Analyst (Healthcare)

Location: Remote within the United States; applicants must be authorized to work in the U.S., and international work is prohibited.

Salary: $70,000–$80,000 per year.

Company

hirify.global is a virtual personalized obesity care provider combining healthcare professionals and technology to help patients manage obesity and related conditions.

What you will do

• Develop and maintain short- and long-term forecasts for multichannel contact volumes, including calls and email.
• Translate forecasts into staffing requirements and optimized agent schedules aligned with service-level targets.
• Monitor real-time performance and make proactive intraday staffing and application adjustments.
• Manage schedule adherence, time-off requests, and other scheduling changes.
• Produce WFM reports and dashboards covering KPIs such as service level and occupancy.
• Analyze service misses, identify root causes, and improve forecasting models and WFM processes.

Requirements

• Bachelor’s degree in Business Administration, Statistics, Operations Management, or a related field, or equivalent practical experience.
• 2–3 years of experience in a multichannel contact center environment involving inbound calls, outbound calls, and email, preferably in Workforce Management.
• Experience with a major WFM platform such as NICE IEX, Verint, Aspect, Genesys, or Calabrio.
• Experience collecting, analyzing, and interpreting complex data to make data-driven decisions.
• Understanding of forecasting methodologies and their application in a contact center, plus functional knowledge of WFM systems for forecasting, scheduling, and real-time management.
• Advanced Excel or Google Sheets skills, 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 explain complex information to audiences ranging from agents to leadership.
• Meticulousness in data entry, reporting, and schedule creation; ability to manage multiple priorities, react calmly to unexpected events, understand WFM’s impact on customer experience, and collaborate across functions.

Culture & Benefits

• Remote work is available within the United States.
• Full-time exempt employment.
• Vida is an Equal Employment Opportunity and Affirmative Action employer committed to an inclusive and diverse workplace.
• Reasonable accommodations are available for qualified individuals with disabilities and disabled veterans during the application process.