AssistRx

WFM Analyst

AssistRx

full-time

Posted on:

Location Type: Hybrid

Location: Orlando • Florida • United States

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About the role

  • Monitor live call queues, intraday performance, and staffing thresholds to ensure **SLA and service-level adherence**
  • Proactively identify staffing gaps and **recommend real-time resource reallocation**
  • Administer volume contingency and surge plans as needed
  • Perform historical and intraday analysis to identify **trends, patterns, and root-cause drivers** of forecast variance
  • Develop, maintain, and deliver **dashboards, leadership reports, and real-time operational views**
  • Create staffing models based on call arrival patterns, workload assumptions, and productivity metrics
  • Partner with leadership to model the **impact of staffing changes on performance outcomes**
  • Serve as a **subject matter expert** for Workforce Management (WFM/WFO) platforms, including:
  • - Configuration, scheduling logic, algorithms, workgroups, skills, and workflows
  • - Multi-system reporting across telephony, CRM, and HR platforms
  • Maintain integrations with external systems (e.g., ADP, JIRA, New Leaf, CRM tools)
  • Ensure consistent processes and optimal utilization of WFM tools
  • Evaluate operational processes and recommend improvements to increase efficiency and scalability
  • Lead or support workforce-related initiatives and projects aligned with business goals
  • Communicate findings, insights, and recommendations clearly to cross-functional stakeholders

Requirements

  • High school diploma or GED **plus 2–3 years of relevant experience**, or equivalent combination of education and experience
  • **2+ years of workforce management experience in a call-center or patient support HUB environment**
  • Strong understanding of **contact-center KPIs**, staffing strategies, and performance management
  • Proven ability to analyze data, identify trends, and develop staffing recommendations
  • Ability to work independently, manage priorities, and meet deadlines with minimal supervision
  • Strong written and verbal communication skills
  • Advanced proficiency in **Excel** (pivot tables, formulas, data analysis)
Benefits
  • Supportive, progressive, fast-paced environment
  • Competitive pay structure
  • Matching 401(k) with immediate vesting
  • Medical, dental, vision, life, & short-term disability insurance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisstaffing modelstrend analysisroot-cause analysisdashboard developmentperformance managementresource reallocationcontact-center KPIsExcel
Soft Skills
communicationindependencepriority managementdeadline managementleadership