Job Closed
This listing is no longer active.
Esri technology helps people solve some of the world’s most difficult problems.
Workforce Management Analyst – Call Center, Nurse Triage
Location
Florida + 4 moreAll locations: Florida | Ohio | South Carolina | Tennessee | Texas
Posted
115 days ago
Salary
0
Seniority
Senior
Job Description
Workforce Management Analyst – Call Center, Nurse Triage
Esri
• Own short-, mid-, and long-range capacity plans across queues, skills, and channels • Develop interval-level forecasts using Calabrio historical, Amazon Connect telemetry, seasonality, and operational inputs • Perform daily and weekly reforecasting to adjust for demand variability • Build and maintain forecasting assumptions (AHT, shrinkage, arrival patterns) in partnership with IT/BI • Design and optimize multi-skill schedules that balance service levels, compliance, fairness, and employee preferences • Ensure schedules meet RN licensure, state-specific coverage, and specialty skill requirements • Drive adherence and conformance using Calabrio • Monitor real-time performance metrics including SL, ASA, AHT, backlog, occupancy, and adherence • Partner with IT and Operations to adjust routing, overflow, and IVR strategies • Analyze forecast variance (WAPE/MAE), schedule efficiency, adherence, and productivity
Job Requirements
- 6+ years of Workforce Management experience in a high-volume contact center environment (healthcare and/or 24/7 operations strongly preferred)
- Demonstrated end-to-end ownership of forecasting, scheduling, and real-time performance
- Proven ability to operate as a standalone WFM owner without direct reports
- Expert-level, hands-on Calabrio (Teleopti) experience (configuration, not just end-user)
- Experience working with AWS/Amazon Connect data and partnering with IT/BI teams
- Advanced Excel or Google Sheets skills and strong data fluency
- Clear, confident communicator able to explain complex WFM concepts to executives and clinical leaders
- Experience supporting remote, multi-site, multi-state operations in a HIPAA-aware environment
- High school diploma or equivalent
- Bachelor's degree in Business, Operations, Analytics, Statistics, Engineering, Health Administration, or a related field preferred.
Benefits
- Flexible work arrangements
- Professional development opportunities
Related Guides
Related Categories
Related Job Pages
More Business Analyst Jobs
• Actuar como puente entre el negocio y el equipo técnico • Descubrimiento ágil de requerimientos funcionales • Documentación de procesos en notación BPMN2 • Elaboración de ERF, Historias de Usuario, diagramas UML, prototipos en Figma • Validación con cliente, asegurando cobertura funcional y técnica • Coordinación de pruebas funcionales • Redacción de manuales de usuario y documentación clara • Moderación de sesiones funcionales con cliente • Comunicación efectiva de cambios y versiones al equipo técnico y de QA
Senior Business Analyst – D365 F&O
talentCWe are a Ukrainian full-service recruitment agency from the Genesis ecosystem.
• Глибокий аналіз поточної системи (As-Is). • Моделювання цільових процесів (To-Be). • Виявлення прогалин (Gap Analysis). • Розробка функціональних специфікацій, технічних завдань для розробників та взаємодія з командою розробки. • Документування інтеграційних рішень. • Налаштування основних елементів у D365 FO, що стосуються PayRoll. • Підтримка актуальності задач у системі Jira. • Розробка детальних сценаріїв тестування та тестових кейсів (Test Cases), що охоплюють увесь PayRoll цикл (від нарахування до звітності). • Координація та участь у функціональному тестуванні та приймальному тестуванні користувачами (UAT). • Розробка навчальних матеріалів, інструкцій та проведення тренінгів для кінцевих користувачів (бухгалтерів, HR-спеціалістів). • Участь у підготовці до запуску (Go-Live), включаючи планування міграції даних (співробітники, залишки по відпустках тощо). • Надання підтримки ключовим користувачам на етапі після запуску.
• Lead onboarding of new Legal Entities in countries already live on Oracle E-Business Suite R12.2 • Assess the existing country operating model (corporate template vs. country-specific setup) and plan onboarding accordingly • Configure legal entities, accounting setups, and module-specific options • Support localization requirements where applicable (tax, statutory reporting, e-invoicing) • Manage data migration activities for master and transactional data • Coordinate deployment to production and provide hypercare support
• Act as the functional expert for Oracle E‑Business Suite (EBS) 12.2 R2R modules (GL, Fixed Assets, Cash Management, Subledger Accounting) • Support day‑to‑day operations, issue resolution, enhancements, and continuous improvement activities within the EBS R2R landscape • Collaborate with business stakeholders to understand requirements and translate them into functional designs • Conduct workshops, process walkthroughs, and root‑cause analyses for incidents and change requests • Document functional specifications, process flows, configuration changes, and test scenarios • Coordinate and perform system testing, including integration testing and UAT • Partner closely with finance teams, Group Control, and local entities to ensure accurate financial processes and reporting • Work with internal IT and external partners to ensure stable and scalable solutions within the EBS environment • Support data analysis, reconciliations, month‑end activities, and compliance with internal controls • Contribute to transition planning as modules or regions migrate from EBS to the new ERP platform over coming years.
