Workforce Management Lead Analyst

ModMed

Lead WFM Analyst optimizing capacity, scheduling, and performance analytics for ModMed’s healthcare software platform. Automating dashboards and advising leadership on staffing and operational strategy.

Posted 8/5/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Workforce Management and Capacity Planning, utilizing advanced SQL and data visualization tools to create automated dashboards and optimize operational workflows. Proven ability to analyze data, prepare reports, and provide strategic recommendations to senior leadership.

Highest-signal resume keywords

Workforce Management Software ExpertiseAdvanced SQL ProficiencyData Visualization Tool ExperienceStatistical Forecasting KnowledgeLean or Six Sigma Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLExcelData AnalysisCapacity PlanningStatistical ForecastingAutomated Dashboard CreationOperational ReportingVolume AnalysisVariance AnalysisWorkflow Improvement

Soft Skills

Strategic ConsultingData-Driven Decision MakingPresentation SkillsCollaboration

Tools & Technologies

TableauPower BILookerVerintNICE CXoneGenesysZendesk WFM

Certifications & Qualifications

Lean CertificationSix Sigma CertificationAgile CertificationCOPC CertificationCWPP Certification

Industry Keywords

Workforce ManagementCapacity PlanningOperations AnalyticsMulti-Channel EnvironmentsService Level Agreement (SLA)Average Speed of Answer (ASA)Average Handle Time (AHT)

Tech Stack

Tools & technologies

ErlangPythonSQLTableau

About the role

Key responsibilities & impact

Build and maintain complex supply-and-demand capacity models
Write custom SQL queries for volume and variance analysis
Create, publish, and maintain optimized schedules, including shift swaps and offline planning
Monitor intraday adherence and volume
Own service metric tracking, including SLA, ASA, and AHT
Automate dashboards using SQL and data visualization tools
Prepare and present weekly, monthly, and quarterly operational reports to leadership
Serve as a strategic consultant to senior leadership
Provide data-backed recommendations on headcount needs and shrinkage buffers
Partner with business unit leaders to present data-driven narratives that influence decision-making
Identify and implement improvements to WFM workflows and reporting architecture

Requirements

What you’ll need

Bachelor's degree in Data Analytics, Business, Statistics, or related field
4–6+ years in Workforce Management, Capacity Planning, or Operations Analytics within multi-channel environments
Proficiency in SQL, including joins, aggregations, and window functions
Advanced expertise in Excel or Google Sheets, including complex formulas, scenario modeling, pivot tables, and data structuring
High mastery of WFM software such as Verint, NICE CXone, Genesys, Zendesk WFM, or similar
Experience with data visualization tools such as Tableau, Power BI, or Looker
Experience building automated, self-serve dashboards using Tableau, Power BI, Looker, or Sigma
Basic understanding of statistical forecasting models such as ARIMA, Holt-Winters, Erlang-C, or Erlang-A, or scripting in Python/R for automated data pipelines
Experience setting up, configuring, or integrating a new WFM platform from scratch
Lean, Six Sigma, or Agile certification or experience driving operational process redesign
Industry certifications such as COPC, CWPP, or vendor-specific platform certifications

Benefits

Comp & perks

Comprehensive medical, dental, and vision benefits
Company Health Savings Account contribution
401(k) matching contribution of 50% of contributions deferred on up to 6% of compensation
100% vesting of matching contributions after one year of employment
Generous Paid Time Off
Paid Parental Leave
Company-paid Life and Disability benefits
Flexible Spending Account
Employee Assistance Programs
Company-sponsored Business Resource & Special Interest Groups
Professional development opportunities
Tuition reimbursement programs
Unlimited access to LinkedIn Learning
Global presence and in-person collaboration opportunities
Dog-friendly HQ
Remote availability for some roles
Weekly catered breakfast and lunch
Treadmill workstations
Zen and wellness rooms