WFH Analyst

About the Role The Workforce Management (WFM) Analyst plays a key role in ensuring our contact center runs smoothly, efficiently, and with the right resources at the right time. You’ll be responsible for forecasting, scheduling, real-time monitoring, and performance analytics across our multi-channel environment (voice, chat, email). If you’re passionate about data, planning, and making a measurable impact on operations, we want to hear from you! What You’ll Do Forecasting & Capacity Planning • Analyze historical trends and volumes to create short-, mid-, and long-term forecasts • Build capacity plans to support service-level goals and productivity targets • Adjust forecasts in real-time based on campaign activity, seasonality, and trends Scheduling & Optimization • Create optimized schedules based on demand, preferences, and business constraints • Manage PTO, shift bidding, and schedule changes to ensure adequate coverage • Respond proactively to intraday changes like absenteeism and volume spikes Real-Time Monitoring • Monitor dashboards to track KPIs including occupancy, adherence, and queue health • Take real-time actions to maintain service levels and escalate coverage issues • Collaborate with leads to drive agent accountability and performance Reporting & Analytics • Generate reports on shrinkage, productivity, and forecast accuracy • Deliver actionable insights to guide workforce decisions and performance improvement • Visualize trends and identify risk areas using data tools Cross-Functional Collaboration • Work with Ops, HR, Training, and Quality teams to align on staffing needs • Support new program launches, hiring plans, and WFM system implementations • Contribute to ongoing process improvement and tool enhancements What You’ll Bring Required: • 2–5 years of WFM experience in a contact center setting (BPO, healthcare, etc.) • Proficiency with WFM tools (e.g., Verint, NICE IEX, Aspect) and routing platforms (e.g., Five9, Genesys) • Advanced Excel/Google Sheets skills (pivot tables, complex formulas, data modeling) • Deep understanding of WFM fundamentals: shrinkage, adherence, occupancy, forecast accuracy • Strong analytical, organizational, and communication skills Preferred: • Experience with multi-channel environments (voice, chat, email) • Familiarity with SQL, DOMO, Tableau, or other BI tools • Background in healthcare operations or regulated industries Why Join Nsight? • Meaningful work that impacts real patient outcomes • Fast-growing, mission-driven organization • Supportive, remote-first team culture • Opportunity to shape how we scale operations for the future Apply tot his job