Job Description
About the Role
The Workforce Management (WFM) Analyst plays a key role in ensuring our contact center runs smoothly, efficiently, and with the right resources at the right time. You’ll be responsible for forecasting, scheduling, real-time monitoring, and performance analytics across our multi-channel environment (voice, chat, email). If you’re passionate about data, planning, and making a measurable impact on operations, we want to hear from you!
What You’ll Do
- Forecasting & Capacity Planning
- Analyze historical trends and volumes to create short-, mid-, and long-term forecasts
- Build capacity plans to support service-level goals and productivity targets
- Adjust forecasts in real-time based on campaign activity, seasonality, and trends
- Scheduling & Optimization
- Create optimized schedules based on demand, preferences, and business constraints
- Manage PTO, shift bidding, and schedule changes to ensure adequate coverage
- Respond proactively to intraday changes like absenteeism and volume spikes
- Real-Time Monitoring
- Monitor dashboards to track KPIs including occupancy, adherence, and queue health
- Take real-time actions to maintain service levels and escalate coverage issues
- Collaborate with leads to drive agent accountability and performance
- Reporting & Analytics
- Generate reports on shrinkage, productivity, and forecast accuracy
- Deliver actionable insights to guide workforce decisions and performance improvement
- Visualize trends and identify risk areas using data tools
- Cross-Functional Collaboration
- Work with Ops, HR, Training, and Quality teams to align on staffing needs
- Support new program launches, hiring plans, and WFM system implementations
- Contribute to ongoing process improvement and tool enhancements
What You’ll Bring
- Required:
- 2–5 years of WFM experience in a contact center setting (BPO, healthcare, etc.)
- Proficiency with WFM tools (e.g., Verint, NICE IEX, Aspect) and routing platforms (e.g., Five9, Genesys)
- Advanced Excel/Google Sheets skills (pivot tables, complex formulas, data modeling)
- Deep understanding of WFM fundamentals: shrinkage, adherence, occupancy, forecast accuracy
- Strong analytical, organizational, and communication skills
- Preferred:
- Experience with multi-channel environments (voice, chat, email)
- Familiarity with SQL, DOMO, Tableau, or other BI tools
- Background in healthcare operations or regulated industries
- Why Join Nsight?
- Meaningful work that impacts real patient outcomes
- Fast-growing, mission-driven organization
- Supportive, remote-first team culture
- Opportunity to shape how we scale operations for the future
Apply Now