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Workforce Management Analyst

Employer Direct HealthcareDallas, TX
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Overview

Schedule
Full-time
Education
Associate's Degree
Career level
Senior-level
Remote
On-site
Benefits
Dental Insurance
Disability
Health Insurance

Job Description

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

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FAQs About Workforce Management Analyst Jobs at Employer Direct Healthcare

What is the work location for this position at Employer Direct Healthcare?
This job at Employer Direct Healthcare is located in Dallas, TX, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Employer Direct Healthcare?
Employer has not shared pay details for this role.
What employment applies to this position at Employer Direct Healthcare?
Employer Direct Healthcare lists this role as a Full-time position.
What experience level is required for this role at Employer Direct Healthcare?
Employer Direct Healthcare is looking for a candidate with "Senior-level" experience level.
What education level is required for this job?
The education requirement for this position is Associate's Degree. Candidates with relevant qualifications or equivalent experience may also be considered.
What benefits are offered by Employer Direct Healthcare for this role?
Employer Direct Healthcare offers following benefits: Dental Insurance, Disability, Health Insurance, Life Insurance, and Vision Insurance for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Employer Direct Healthcare?
You can apply for this role at Employer Direct Healthcare either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.