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Radiology Partners logo
Radiology Partners

Radiology Partners, through its owned and affiliated practices, is a leading radiology practice in the U.S.

Workforce Management Analyst

Business AnalystBusiness AnalystFull TimeRemoteMid LevelTeam 5,001-10,000Since 2012H1B No SponsorCompany SiteLinkedIn

Location

North Carolina

Posted

86 days ago

Salary

$50.8K - $81.3K / year

Seniority

Mid Level

High School2 yrs expEnglishSQLTableauVisual Basic

Job Description

Workforce Management Analyst

Radiology Partners

• Analyze historical trends to develop short- and long-term forecasts across all channels • Create and manage agent schedules (shifts, breaks, lunches, training, meetings, time-off) • Monitor real-time volume, queue health, service levels, agent states, and schedule adherence • Automate forecasting, scheduling and reporting processes using Excel, SQL, or VBA • Execute intraday schedule adjustments and modify staffing, routing, skilling or workload distribution to match demand • Identify, escalate, and resolve intraday risks, system issues, anomalies, or outages in partnership with IT/Telecom teams • Produce daily, weekly, and monthly KPI reporting • Conduct root cause analysis for forecast variances and performance deviations • Present actionable insights and recommendations to leadership • Serve as the central communication point for intraday updates • Partner with Operations, HR, Quality, Training, IT and WFM teams to resolve issues impacting service levels and customer experience.

Job Requirements

  • Minimum of 2 years of real-time workforce management experience in a multi-channel contact center (voice, chat, text)
  • Hands-on experience with WFM/ACD platforms such as Five9, NICE, Genesys, Calabrio, or similar systems
  • Experience identifying performance risks proactively and taking corrective action to maintain service level targets required.
  • High school diploma or equivalent required
  • Bachelor’s degree in business administration, Statistics, Mathematics, Healthcare Operations, or related field preferred.
  • Strong understanding of contact center KPIs (AHT, ASA, service level, shrinkage, adherence, occupancy, call arrival patterns) and their application in real time decision making.
  • Knowledge of Workforce Management disciplines including forecasting, scheduling, intraday management, and multi skill/multi channel operations.
  • Proficiency with WFM/ACD platforms (e.g., Five9, NICE, Genesys, Calabrio), call routing concepts, and general call center technologies.
  • Skill in data analysis and visualization, with familiarity using BI tools such as Power BI or Tableau for real time reporting.
  • Strong technical proficiency with Microsoft Excel, Access, SQL, and other analytical tools.
  • Excellent communication, interpersonal, organizational, and multitasking abilities, with the capability to work independently and under pressure.

Benefits

  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options

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