WFH Analyst
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
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