[Hiring] WFO Analyst @Dragonfly Health

Role Description

What you will do:

• Develop reporting that gives leaders clear visibility into site, team, and individual performance.
• Build short- and long-term forecasting models to determine staffing needs based on demand, service expectations, and budget targets.
• Create forward-looking forecasts using historical trends and future business drivers to support planning and resource allocation.
• Analyze workforce trends and performance gaps and recommend improvements to staffing models, scheduling, and operational processes.
• Develop consistent WFM reporting standards and processes that improve data integrity and decision-making.
• Maintain WFM system configurations and data integrity supporting forecasting, scheduling, and reporting.
• Partner across the organization to support integrations between WFM platforms, Avaya, and other operational systems.
• Represent Workforce Management on cross-functional initiatives involving staffing, forecasting, operational analytics, and system changes.

Qualifications

• 1–3+ years of forecasting experience and experience working in a workforce management environment.
• Strong understanding of contact center metrics and capacity-planning fundamentals.
• Advanced Excel skills, including pivot tables, advanced calculations, and macros.
• Experience working with workforce management software.
• Strong analytical skills and the ability to translate data into useful business insights.
• Ability to communicate and present information effectively across different levels of the organization.
• Degree in business, finance, or a related field preferred; equivalent experience will be considered.

Requirements

• Workforce planning has a direct impact on nearly every part of the operation.
• Too little capacity can mean longer wait times, overloaded teams, and missed service goals.
• Too much creates unnecessary cost and inefficiency.
• Your analysis will help Dragonfly Health put the right resources in the right place at the right time—improving service, controlling labor costs, and helping the organization make smarter decisions as we grow.

Benefits

• Competitive Compensation: $65,000 annual salary
• Comprehensive Benefits Package (Health, Dental, Vision, PTO, Sick Time, 401k w/match, etc.)
• Growth Opportunity and Career Advancement
• Agile and Adaptable team culture
• Innovative and revolutionary technology solutions
• A higher calling to provide quality patient care