Workforce Management Analyst (Remote)

Role overview Support staffing and service coverage for a remote virtual care operation by forecasting demand, planning capacity, and analyzing workforce performance. Most of the work centers on forecasting and analytics, with real-time monitoring and coordination to keep support and clinical teams appropriately staffed.

Responsibilities - Forecast contact and care demand, then develop staffing and capacity plans for support specialists, nurses, and providers. - Monitor queues, staffing, adherence, and service levels during the day; recommend adjustments when demand or attendance changes. - Combine data from multiple sources and turn it into clear staffing recommendations for operations leaders. - Use AI tools and large language models to develop, compare, and validate forecasts against historical results. - Build and maintain reports on occupancy, adherence, service levels, and staffing accuracy. - Factor clinician licensing, including state-by-state coverage constraints, into staffing plans.

Requirements - At least two years of workforce management analyst or operations experience. - Contact center experience, including hands-on real-time queue and adherence monitoring. - Strong Excel skills and the ability to analyze data from multiple sources. - Practical comfort with AI tools and curiosity about using large language models in analytical work. - Clear communication skills to explain findings and recommendations to nontechnical partners.

Nice to have - Experience with contact center analytics software. - Familiarity with clinician licensing and multistate coverage rules.

Benefits and work setup - Full-time hourly role, scheduled Monday through Friday, 9 a.m.–6 p.m. Eastern, with occasional evening or Saturday flexibility based on clinic needs. - Remote work is limited to locations within the United States; work from outside the country during scheduled hours is not permitted. - Requires a private home workspace, reliable internet, and availability for video calls. Equipment requirements include a Windows 10 or newer computer or macOS 14 or newer, at least 16 GB RAM, wired headphones, webcam, and a wired internet connection with minimum speeds of 100 Mbps download and 50 Mbps upload. Work is performed using Chrome and a virtual desktop environment.