Summary
This role is strictly involved in business analysis, requirements documentation, and healthcare reference data support activities and does not involve direct access to Protected Health Information (PHI), Personally Identifiable Information (PII), or any secured or confidential client data. The work is limited to analysis of healthcare claims, reference code sets, and system configurations using governed datasets and does not include handling or processing of sensitive health or personal information.
You are responsible for producing, validating, and distributing Workforce Management reporting that helps leaders understand service performance, workforce efficiency, forecast accuracy, adherence, productivity, and operational risk.
This role supports recurring WFM reporting, service performance reporting, agent-level reporting, report quality assurance, data presentation, and continuous improvement insights. It partners with operations, WFM, Finance, training, quality, technology, and global delivery teams to ensure reporting is accurate, timely, actionable, and aligned to business needs.
Your role in our mission
Recurring WFM & Service Performance Reporting
Produce, validate, or govern recurring Workforce Management reports for operational leaders and stakeholders.
Report on SLA attainment, response times, backlog trends, forecast accuracy, occupancy, productivity, adherence, schedule compliance, and operational risks.
Ensure reports are timely, consistent, and aligned to defined metric logic and stakeholder expectations.
Agent-Level, Team-Level & Operational Insights
Generate or review agent, team, site, channel, and function-level reports that highlight productivity, utilization, adherence, occupancy, and schedule compliance.
Identify meaningful patterns, trends, anomalies, and risks in workforce data.
Translate reporting outcomes into practical recommendations that leaders can act on.
Data Quality, Governance & Visualization
Ensure data accuracy, consistency, integrity, and clear documentation across reporting outputs.
Apply standard definitions, report QA routines, metric logic, and validation checks.
Use Excel, Power BI, Verint reporting outputs, and other visualization tools to present data clearly and effectively.
Stakeholder Communication & Continuous Improvement
Present findings clearly to technical and non-technical audiences, including operations leaders and cross-functional partners.
Partner with WFM, operations, Finance, training, quality, technology, and global delivery teams to improve reporting usability and decision quality.
What we're looking for
- Bachelor's degree or equivalent combination of education and experience.
- 1+ years of workforce management, contact center, operational planning, reporting, analytics, or related customer experience operations experience.
- Demonstrated capability in supporting assigned work accurately, following established processes, and identifying risks early.
- Experience supporting WFM reporting, analytics, dashboarding, and data storytelling activities in complex, multi-site, omnichannel, back-office, healthcare, insurance, or BPO service environments.
- Strong analytical, critical-thinking, problem-solving, and decision-making skills.
- Excellent written and verbal communication skills with the ability to explain workforce insights to operational and non-technical audiences.
- Experience working in hybrid U.S./global delivery models or cross-functional operational environments.
- Working knowledge of Verint reporting outputs, Excel, Power BI at senior levels, and operational dashboards; NICE knowledge is also preferred but not required.
What you should expect in this role
Remote role able to support across U.S. time zones and global delivery partnership needs.
Regular collaboration with operations, WFM, training, quality, reporting, technology, and Finance partners as appropriate.
Opportunity to improve service performance, workforce planning discipline, operational credibility, and customer experience outcomes.
