Workforce Management Analyst

ABOUT US   At Vida, we help people get better- and we're helping the healthcare system get better, too.   Vida is a virtual, personalized obesity care provider that uses evidence-based treatment to help patients manage obesity and related conditions like diabetes, high blood pressure, anxiety and depression. Vida's team of Obesity Medicine-Certified Physicians, Registered Dietitians, Expert Coaches and Licensed Therapists takes a whole-person approach to care, helping people lose weight, reduce stress and improve their overall health.   By combining advanced technology with top-notch healthcare providers, Vida is breaking down the barriers that have historically kept people from getting the best care. It's trusted by Fortune 100 companies, major national payers and large providers to enable their employees to live their healthiest lives.
The Workforce Management (WFM) Analyst is a critical role responsible for optimizing staffing levels and agent productivity across all contact center channels, including inbound calls, outbound calls, email, and potentially 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. The WFM Analyst leverages data analysis, forecasting, scheduling, and real-time monitoring to maximize resource utilization and enhance the overall customer and agent experience.

Responsibilities:

Develop and maintain accurate short and long-term forecasts for multi-channel contact volumes (calls, emails, etc.).

Translate forecasts into staffing requirements and create optimized agent schedules that meet service level targets.

Monitor real-time performance across all channels and make proactive, intraday adjustments to staffing and applications.

Manage agent schedule adherence, time-off requests, and other scheduling adjustments.

Collaborate with operations, marketing, and other departments to gather insights that impact contact volume.

Provide clear and concise communication regarding performance, schedules, and staffing decisions to leadership and the 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 a collaborative environment.

Additional responsibilities as needed.

Qualifications:

Bachelor's degree in Business Administration, Statistics, Operations Management, or a 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 the ability to convey complex information clearly to diverse audiences (agents to leadership).

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.

Vida is proud to be an Equal Employment Opportunity and Affirmative Action employer.   Diversity is more than a commitment at Vida—it is the foundation of what we do. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, or Veteran status. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.   We seek to recruit, develop and retain the most talented people from a diverse candidate pool. We don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our platform and those we serve. Vida is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.   We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at Vida in any form without a valid, signed search agreement in place for the specific position will be deemed the sole property of Vida. No fee will be paid in the event the candidate is hired by Vida as a result of the unsolicited referral.   **Vida is authorized to do business in many, but not all, states. If you are not located in or able to work from a state where Vida is registered, you will not be eligible for employment. Please speak with your recruiter to learn more about where Vida is registered.   Please note: Applicants must be authorized to work in the U.S. as Vida is unable to sponsor work visas for any position. All Vida Employees must reside in/be able to work from the U.S.- international work is prohibited. Job postings at Vida will remain open through end of year, until filled.   #LI-remote