Own short-, mid-, and long-range capacity plans across queues, skills, and channels
Develop interval-level forecasts using Calabrio historical, Amazon Connect telemetry, seasonality, and operational inputs
Perform daily and weekly reforecasting to adjust for demand variability
Build and maintain forecasting assumptions (AHT, shrinkage, arrival patterns) in partnership with IT/BI
Design and optimize multi-skill schedules that balance service levels, compliance, fairness, and employee preferences
Ensure schedules meet RN licensure, state-specific coverage, and specialty skill requirements
Drive adherence and conformance using Calabrio
Monitor real-time performance metrics including SL, ASA, AHT, backlog, occupancy, and adherence
Partner with IT and Operations to adjust routing, overflow, and IVR strategies
Analyze forecast variance (WAPE/MAE), schedule efficiency, adherence, and productivity

6+ years of Workforce Management experience in a high-volume contact center environment (healthcare and/or 24/7 operations strongly preferred)
Demonstrated end-to-end ownership of forecasting, scheduling, and real-time performance
Proven ability to operate as a standalone WFM owner without direct reports
Expert-level, hands-on Calabrio (Teleopti) experience (configuration, not just end-user)
Experience working with AWS/Amazon Connect data and partnering with IT/BI teams
Advanced Excel or Google Sheets skills and strong data fluency
Clear, confident communicator able to explain complex WFM concepts to executives and clinical leaders
Experience supporting remote, multi-site, multi-state operations in a HIPAA-aware environment
High school diploma or equivalent
Bachelor's degree in Business, Operations, Analytics, Statistics, Engineering, Health Administration, or a related field preferred.

Workforce Management Analyst – Call Center, Nurse Triage

Key skills