Workforce Management Analyst

TL;DR

Workforce Management Analyst (Contact Center): Real-time monitoring of service levels and KPIs using WFM/telephony systems with an accent on intraday adjustments, variance analysis, and capacity risk evaluation. Focus on translating performance signals into actionable recommendations, optimizing staffing, and automating processes for operational efficiency.

Dallas, Texas, United States

Company

hirify.global is the specialty care platform connecting people with top specialists for surgery, cancer care, infusions and more, delivering quality care with cost savings to employers and workforces nationwide.

What you will do

• 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 like skills and shrinkage with clear impact statements.
• Communicate clear guidance on impact, options, and recommended actions.
• Identify automation opportunities, reduce manual exception handling, and leverage NICE CXone platform capabilities.

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.

Culture & Benefits

• Medical, Dental, Vision Insurance.
• Short & Long Term Disability, Life Insurance.
• 401k with company match.
• Paid Time Off, Paid Parental Leave.
• Emphasis on LOGIC, INCLUSION, GRIT, HUMANITY, TRUTH, and team collaboration (LIGHT pillars).