Workforce Management Analyst - Remote

Description

JOB SUMMARY

The Workforce Management Analyst I supports contact center operations by ensuring optimal staffing through accurate forecasting, scheduling, and real-time monitoring. This role administers and maintains NICE IEX WFM and other related workforce management tools to help achieve service level targets while improving operational efficiency. The position works closely with operational leaders to align staffing resources with business needs and provide actionable insights for continuous improvement.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Others may be assigned.

• Create and manage agent schedules, including shift bids, time-off requests, and exceptions.
• Administer and optimize NICE IEX WFM for forecasting, scheduling, and real-time adherence monitoring.
• Maintain and update short-term and long-term forecasts, track forecast accuracy, and recommend adjustments.
• Provide WFM Training for Agents and Supervisors.
• Monitor intraday performance, recommend adjustments to meet service levels, and communicate changes to operations.
• Collaborate with Operations to plan off-phone activities such as meetings and training with minimal service impact.
• Generate and distribute performance and staffing reports (daily, weekly, monthly).
• Support continuous improvement initiatives and identify WFM best practices.

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• 1–3 years of administrative experience with NICE IEX WFM or similar WFM platforms (NICE inContact, NICE MPower, etc.)
• Strong understanding of workforce management principles: forecasting, scheduling, and real-time management.
• Proficient in Microsoft Excel (pivot tables, VLOOKUPs, macros), Word, PowerPoint, and Access.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and collaboration abilities to work cross-functionally with multiple levels of leadership.
• Highly organized with strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Preferred: Experience with NICE CXone/inContact, Avaya, Five9, or Genesys. Knowledge of healthcare revenue cycle operations is a plus.

Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all the necessary vaccinations and screenings prior to the start of employment. This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience preferred to perform the job.

• Minimum of 1–3 years’ experience in workforce management with NICE IEX or comparable system.
• Bachelor’s degree preferred or equivalent work experience.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work in a sitting position, use a computer, and answer the telephone.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Remote Work Environment (U.S.-based)

OTHER

• Occasional travel may be required.

As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!

Compensation and Benefit Information

Compensation

• Pay: $51,626.00 - $77,438.00 annually. Compensation depends on location, qualifications, and experience.
• Management level positions may be eligible for sign-on and relocation bonuses.

Benefits

Conifer offers the following benefits, subject to employment status:

• Medical, dental, vision, disability, life, and business travel insurance
• Paid time off (vacation & sick leave) – min of 12 days per year, accrued accrue at a rate of approximately 1.84 hours per 40 hours worked.
• 401k with up to 6% employer match
• 10 paid holidays per year
• Health savings accounts, healthcare & dependent flexible spending accounts
• Employee Assistance program, Employee discount program
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance.
• For Colorado employees, Conifer offers paid leave in accordance with Colorado’s Healthy Families and Workplaces Act.