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Vida Health is a virtual, personalized obesity care provider combining evidence-based treatment with advanced technology and top-notch healthcare providers. The company serves Fortune 100 companies, major national payers, and large providers.
The Workforce Management (WFM) Analyst is responsible for optimizing staffing levels and agent productivity across all contact center channels (inbound calls, outbound calls, email, chat, and social media). This role ensures the right number of skilled agents are available at the right time to meet service level agreements (SLAs), operational efficiency targets, and customer satisfaction goals.
Key responsibilities include:
- Develop and maintain accurate short and long-term forecasts for multi-channel contact volumes
- Translate forecasts into staffing requirements and create optimized agent schedules meeting service level targets
- Monitor real-time performance across all channels and make proactive intraday adjustments to staffing
- Manage agent schedule adherence, time-off requests, and scheduling adjustments
- Collaborate with operations, marketing, and other departments to gather insights impacting contact volume
- Provide clear communication regarding performance, schedules, and staffing decisions to leadership and team
- Develop and distribute regular WFM reports and dashboards on key performance indicators (KPIs) like service level and occupancy
- Conduct root cause analysis for service misses and provide actionable insights for improvement
- Identify opportunities to improve WFM processes and refine forecasting models based on historical analysis
- Build strong working relationships with contact center leadership and agents to foster collaboration
Requirements:
- Bachelor's degree in Business Administration, Statistics, Operations Management, or related field (or equivalent practical experience)
- 2-3 years of experience within a multi-channel contact center environment (inbound, outbound, email preferred), preferably in a Workforce Management role
- Experience with a major WFM software platform (e.g., NICE IEX, Verint, Aspect, Genesys, Calabrio)
- Ability to collect, analyze, and interpret complex data to derive insights and make data-driven decisions
- Understanding of various forecasting methodologies and their application in a contact center
- Functional knowledge of WFM systems for forecasting, scheduling, and real-time management
- Advanced Excel skills (Google Sheets) including pivot tables, VLOOKUPs, charting, and complex formulas
- Ability to identify issues, analyze root causes, and propose effective solutions in a fast-paced environment
- Excellent verbal and written communication skills with ability to convey complex information clearly to diverse audiences
- Meticulous in data entry, reporting, and schedule creation
- Ability to thrive in a dynamic environment, manage multiple priorities, and react calmly to unexpected events
- Understanding of how WFM impacts customer experience
- Ability to collaborate effectively with cross-functional teams
Note: Applicants must be authorized to work in the U.S. as Vida is unable to sponsor work visas. All employees must reside in and work from the U.S.; international work is prohibited. Vida is authorized to do business in many, but not all, states—confirm eligibility with recruiter.
