Workforce Management Analyst (Remote)

Summary

CareTalk Health is a virtual-only national medical practice delivering chronic care management and preventive care to Medicare members through health plan partnerships. The Workforce Management Analyst will own forecasting, capacity planning, real-time staffing analytics, and reporting across the virtual clinic while using AI tools and LLMs to improve workforce planning.

Responsibilities

• Forecast contact and demand volume and build capacity/staffing plans across teams -- forecasting and analytics will be roughly 75% of the role
• Monitor queues and staffing in real time, tracking adherence and service levels throughout the day and making intraday adjustments to keep coverage on target
• Flag and respond to intraday risks — volume spikes, absences, and shifting demand — and communicate recommended adjustments to operations
• Pull and combine source data from multiple inputs and analyze it to produce actionable staffing recommendations
• Use our AI-powered tools — and your own prompting and experimentation with LLMs — to generate, test, and validate forecasts against historical performance
• Build and maintain reporting on key WFM metrics: occupancy, adherence, service levels, and staffing accuracy
• Account for clinician licensing constraints (including multi-state licensure) when planning clinician coverage, so the right licensed staff are available for the right patients
• Collaborate with operational leadership to flag risks and recommend adjustments

Skills

• Minimum of 2 years of experience as a workforce management analyst or in a WFM operational role
• Contact center experience is required
• Hands-on experience with real-time queue monitoring and adherence in a contact center setting
• Strong Excel skills, with the ability to work with data from multiple sources and turn it into clear forecasts and recommendations
• AI fluency — comfort and curiosity using LLMs and AI tools in day-to-day analytical work
• Clear communicator who can translate data into recommendations for non-technical stakeholders
• Employees must perform all work physically within the United States
• Windows or Apple (macOS) Computer ONLY (NO Chromebooks, Linux Machines, or Smartphones)
• Must have at least Windows 10 or macOS 14 Sonoma
• Processor: Intel Core i5 or AMD Equivalent (Windows); Apple Silicon (Macs)
• RAM: 16 GB
• Wired headphones required for optimal audio quality. (NO built-in mics)
• Meet minimum internet speed requirements (100 MBPS download speed and 50 MBPS upload speed)
• Must have an ethernet cable connecting computer directly into router
• Use Google Chrome with Amazon Workspaces (regardless of computer type)
• A webcam is required for video calls
• Experience with Zoom Contact Center CX Analytics
• Familiarity with clinician licensing and multi-state licensure rules
• A second monitor is highly suggested for laptop users; dual monitors for PC users

Qualifications

Must Haves

• Minimum of 2 years of experience as a workforce management analyst or in a WFM operational role
• Contact center experience is required
• Hands-on experience with real-time queue monitoring and adherence in a contact center setting
• Strong Excel skills, with the ability to work with data from multiple sources and turn it into clear forecasts and recommendations
• AI fluency — comfort and curiosity using LLMs and AI tools in day-to-day analytical work
• Clear communicator who can translate data into recommendations for non-technical stakeholders
• Employees must perform all work physically within the United States
• Windows or Apple (macOS) Computer ONLY (NO Chromebooks, Linux Machines, or Smartphones)
• Must have at least Windows 10 or macOS 14 Sonoma
• Processor: Intel Core i5 or AMD Equivalent (Windows); Apple Silicon (Macs)
• RAM: 16 GB
• Wired headphones required for optimal audio quality. (NO built-in mics)
• Meet minimum internet speed requirements (100 MBPS download speed and 50 MBPS upload speed)
• Must have an ethernet cable connecting computer directly into router
• Use Google Chrome with Amazon Workspaces (regardless of computer type)
• A webcam is required for video calls

Nice to Haves

• Experience with Zoom Contact Center CX Analytics
• Familiarity with clinician licensing and multi-state licensure rules
• A second monitor is highly suggested for laptop users; dual monitors for PC users

Benefits

• Remote U.S.-based position