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Senior Workforce Management Analyst

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ATI Physical Therapy

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Location:
United States , Virtual

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Category:
Call Center

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Contract Type:
Not provided

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Salary:

70000.00 - 78000.00 USD / Year
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Job Description:

We are seeking a highly skilled Senior Workforce Management (WFM) Analyst to own forecasting, capacity planning, and reporting across our inbound and outbound contact center operations. This role requires strong SQL expertise and hands-on experience with cloud-based contact center platforms (NICE inContact / CXone, RingCentral, or similar). The ideal candidate thrives at the intersection of data, operations, and strategy, helping us improve service levels, optimize staffing, and deliver an exceptional patient experience.

Job Responsibility:

  • 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

Requirements:

  • Bachelor’s degree in Business, Mathematics, Statistics, Data Analytics, or a related field — or equivalent work experience
  • 4+ years of workforce management experience in a high-volume contact center environment
  • 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

Nice to have:

  • 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)

Additional Information:

Job Posted:
February 17, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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