Workforce Management Analyst - Remote

Conifer Revenue Cycle Solutions • Frisco, TX

157d • $51,626 - $77,438 • Remote

About The Position

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.

Requirements

• 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.

Nice To Haves

• Experience with NICE CXone/inContact, Avaya, Five9, or Genesys.
• Knowledge of healthcare revenue cycle operations is a plus.

Responsibilities

• 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.

Benefits

• Medical, dental, vision, disability, life, and business travel insurance
• Paid time off (vacation & sick leave) - min of 12 days per year, accrued 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: Bachelor's degree