Acentra Health · 22 hours ago
Workforce Management Analyst
United States
Full-time
Remote
Mid Level
$24.96/hr - $31.20/hr
3+ years expAcentra Health is dedicated to empowering better health outcomes through innovative technology and clinical expertise. They are seeking a Workforce Management Analyst to optimize contact center operations by providing forecasts, generating accurate schedules, and aligning staffing with strategic goals.
Health Care
Responsibilities
Conduct monthly, weekly, daily, and hourly forecasting of inbound/outbound contact volumes and staffing requirements based on historical trends and business growth objectives
Utilize WFM/WEM tools to develop accurate forecasts for call volumes and staffing needs across multiple interaction channels (voice/chat/fax/sms/email/self-service)
Establish statistical baseline forecasts for all departments and identify service level risks for resolution and management notification
Create and optimize agent schedules to align with forecasted demand and SLA requirements
Oversee and maintain WFM Platforms for forecasting and scheduling, coordinating with vendor workforce management for balanced contact volumes and staffing needs
Assist in forecasting for variations and special events, maintaining an events calendar, tactical staffing plan, and outage system for timely analysis and recommendations
Apply capacity planning models to support hiring decisions and long-term workforce strategies
Monitor Real-Time Adherence (RTA) and take proactive actions to address deviations with team members and leaders
Formulate, incorporate, and plan workload based on key drivers of volume, analysis, and data
Lead the development of staffing strategies supporting multi-site, multi-skilled contact centers
Collaborate with Training, QA, Reporting, Workforce Management, and Call Center leaders to drive continuous improvement (CI) in call performance stats, operational effectiveness, and agent productivity
Participate in rotation for weekends and evenings to ensure coverage
Leverage Jira workflows for change management, incident escalation, and process documentation
Ensure all WFM-related changes follow established governance and compliance standards
Perform other duties as assigned
Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules
Qualification
Required
Associate degree or High School Diploma and 3+ years of direct relevant professional experience
Experience in a contact center environment with proven experience in coaching and providing feedback to call center leadership and front line team members
Demonstrated knowledge and experience in WFM technology
Strong proficiency in Workforce Management metrics and concepts
Proven record of accomplishment of providing strategic support in a contact center environment, skillfully balancing attention to detail
Strong verbal, written, communication, and interpersonal skills with a proficient command of the English language
Analytical and problem-solving prowess, evidenced by experience in analyzing, interpreting, and summarizing complex data related to contact center technologies
Exceptional skills in Microsoft Outlook, Excel, or equivalent applications, along with familiarity with contact center software applications
Preferred
Experience with Genesys Cloud WFM/WEM
Familiarity with Jira for change management and escalation workflows a plus
3+ years' experience with contact center workforce management programs a plus
1+ experience with Dialer based systems (Genesys, EIP, five9, Cisco, Avaya, etc..)
Ability to manage multiple priorities in a fast-paced environment while ensuring SLA compliance
Excellent communication and collaboration skills for working with leadership teams
Background or experience in healthcare or a medical contact center environment
Benefits
Comprehensive health plans
Paid time off
Retirement savings
Corporate wellness
Educational assistance
Corporate discounts
Company
Acentra Health
Acentra Health is a provider of clinical services and technological solutions to government healthcare organizations.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2022-11-09Acquired
Leadership Team
Todd Stottlemyer
Chief Executive Officer
Grant Christie
Senior Vice President, Market Strategy and Solutions
Recent News
2026-02-04
2026-01-13
Company data provided by crunchbase