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ATI Physical Therapy · 13 hours ago

Sr Workforce Management Analyst - Contact Center Operations

US-IL-Downers Grove

Full-time

Onsite

Mid, Senior Level

$70K/yr - $78K/yr

4+ years exp

ATI Physical Therapy is seeking a highly skilled Senior Workforce Management Analyst to oversee forecasting, capacity planning, and reporting for their contact center operations. The role involves analyzing contact center KPIs, developing reporting dashboards, and leveraging advanced analytics to improve service levels and optimize staffing.

Health CareRehabilitation

H1B Sponsor Likely

Responsibilities

Analyze and interpret contact center KPIs (Service Level, ASA, Abandonment, Occupancy, Shrinkage, etc.) and deliver executive-level reporting

Partner with process innovation team to develop self-service reporting dashboards in SQL and BI tools (Power BI, Tableau, Looker, etc.)

Build, maintain, and refine short- and long-term forecasts for contact volumes, handle times, and staffing requirements across multiple sites or business lines

Leverage advanced analytics and machine learning (ML/NLP) techniques to improve forecasting accuracy and workforce optimization

Conduct capacity planning and scenario modeling to inform hiring, scheduling, and performance improvement strategies

Write and optimize SQL queries to extract, transform, and analyze large data sets for actionable insight

Support scheduling and intraday management strategies in collaboration with WFM scheduling and real-time teams as needed

Serve as a subject matter expert (SME) in workforce management and telephony reporting integrations (NICE CXone, DialPad, RingCentral, ServiceNow, etc.)

Lead and contribute to process improvement initiatives focused on efficiency, automation, and agent engagement

Qualification

SQLWorkforce managementContact center platformsData visualization toolsMachine learningErlang-C modelingExcelAnalytical skillsCommunication skillsProblem-solving skillsOrganizational skills

Required

strong SQL expertise

hands-on experience with cloud-based contact center platforms (NICE inContact / CXone, RingCentral, or similar)

4+ years of workforce management experience in a high-volume contact center environment

Bachelor's degree in Business, Mathematics, Statistics, Data Analytics, or a related field — or equivalent work experience

Demonstrated proficiency in SQL and data visualization/reporting tools

Hands-on experience with NICE inContact / CXone, RingCentral, or other major contact center platforms

Deep understanding of Erlang-C modeling, interval-based forecasting, shrinkage planning, and occupancy optimization

Advanced proficiency with Excel, SQL, and BI tools (Power BI, Tableau, Looker)

Strong grasp of contact center KPIs and their operational drivers

Excellent analytical and problem-solving skills with the ability to simplify complex data for diverse audiences

Exceptional communication and presentation skills — able to influence stakeholders across all levels

Highly organized, detail-oriented, and capable of managing multiple priorities independently

Proven ability to innovate and implement new tools, dashboards, or analytic techniques

Preferred

Master's degree in Data Science, Operations Research, or a related quantitative discipline

Experience applying machine learning, NLP, or advanced forecasting models to contact center or workforce management data

Experience supporting multi-site or global operations with complex vendor partnerships

Familiarity with automation tools (Python, R, or API integrations)

Company

ATI Physical Therapy

Glassdoor3.5

With over 30 years’ experience and approximately 850 locations nationwide, ATI Physical Therapy prides itself on being at the forefront of patient care and customer service for the physical therapy industry.

Founded in 1996

Bolingbrook, Illinois, USA

5001-10000 employees

https://news.atipt.com

H1B Sponsorship

ATI Physical Therapy has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)

2023 (2)