Job Description Summary:The Lead WFM Analyst is a specialized role responsible for owning end-to-end WFM operations, including capacity planning, scheduling, and operational performance analysis. The role exists to transform complex operational data into actionable insights for senior leadership, ensuring optimal service levels through rigorous data modeling and strategic advisory.
Role & Responsibilities- Capacity Planning & Data Modeling: Build and maintain complex supply-and-demand capacity models and write custom SQL queries for volume/variance analysis.
- Scheduling & Operational Adherence: Create, publish, and maintain optimized schedules, including shift swaps and offline planning; monitor intraday adherence and volume.
- KPI Reporting & Dashboard Automation: Own service metric tracking (SLA, ASA, AHT, etc.) and automate dashboards using SQL and data visualization tools.
- Executive Readouts & Strategic Advisory: Prepare and present weekly/monthly/quarterly operational reports to leadership, serving as a strategic consultant.
- Staffing & Hiring Strategy: Provide data-backed recommendations on headcount needs and shrinkage buffers.
- Cross-functional Collaboration: Partner with business unit leaders to present data-driven narratives that influence decision-making.
- Process Optimization: Continuously identify and implement improvements to WFM workflows and reporting architecture.
Skills & Requirements- Education Level: Bachelor's degree - Data Analytics, Business, Statistics, or related field
- 4-6+ years in Workforce Management, Capacity Planning, or Operations Analytics within multi-channel environments
- Proficiency in SQL (ability to query databases, write joins, aggregations, and window functions to extract raw contact center/operations data independently).
- Advanced expertise in Excel/Google Sheets (complex formulas, scenario modeling, pivot tables, data structuring).
- High mastery of WFM software (e.g., Verint, NICE CXone, Genesys, Zendesk WFM, or similar).
- Experience with data visualization tools (Tableau, Power BI, or Looker).
- BI Tool Expertise: Experience building automated, self-serve dashboards using tools like Tableau, Power BI, Looker, or Sigma.
- Statistical & Python/R Knowledge: Basic understanding of statistical forecasting models (e.g., ARIMA, Holt-Winters, Erlang-C/Erlang-A) or scripting in Python/R for automated data pipelines.
- WFM System Implementation/Admin Experience: Background in setting up, configuring, or integrating a new WFM platform from scratch rather than just using an existing system.
- Cross-Functional Process Improvement: Lean, Six Sigma, or Agile certification or experience driving operational process redesign beyond standard WFM reporting.
- COPC or WFM Certification: Industry certifications (such as COPC, CWPP, or vendor-specific platform certifications).
ModMed Benefits Highlight: At ModMed, we believe it's important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:
United States- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs,
- Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
- Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
- Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address ([redacted]). Please check senders' email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.
