[Hiring] Workforce Management Analyst @CareTalk Health

Role Description

We’re a virtual telehealth practice looking for a Workforce Management (WFM) Analyst to own forecasting, capacity planning, and analytics across our virtual clinic. You’ll support scheduling and staffing for all key roles — Patient Support Specialists (PSS), RNs, and Providers.

This is a hands-on analytical role, not a traditional WFM seat. You will build and refine forecasts working alongside AI tools we’ve developed in-house. We’re looking for someone genuinely curious about applying large language models (LLMs) and AI to forecasting and planning problems — comfort and curiosity here matter more than years on any one platform.

Schedule: This is a full-time role working Monday – Friday 9am – 6pm ET. Some flexibility is needed based on clinic hours, which may include occasional evenings and Saturdays.

Key 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.

Qualifications

• 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.

Preferred Qualifications

• Experience with Zoom Contact Center CX Analytics.
• Familiarity with clinician licensing and multi-state licensure rules.

Work Location Requirement

This is a remote U.S.-based position. Employees must perform all work physically within the United States. International work is not permitted during scheduled work hours.

Work Environment

This is a remote position and may be “on camera” at any time. You will work from a home office, requiring reliable internet connectivity and a secure, private workspace.

Technical Requirements

• Computer: Windows or Apple (macOS) Computer ONLY (NO Chromebooks, Linux Machines, or Smartphones). Must have at least Windows 10 or macOS 14 Sonoma.
• Hardware:
  • Processor: Intel Core i5 or AMD Equivalent (Windows); Apple Silicon (Macs)
  • RAM: 16 GB
• Headphones: Wired headphones required for optimal audio quality. (NO built-in mics)
• Internet Speed: Meet minimum internet speed requirements (100 MBPS download speed and 50 MBPS upload speed). Must have an ethernet cable connecting computer directly into router.
• Browser and System: Use Google Chrome with Amazon Workspaces (regardless of computer type).
• Webcam: A webcam is required for video calls. Most laptops have a built-in webcam, which is acceptable. If your computer does not have a webcam, you will need to use an external webcam.

Recommended Equipment

• A second monitor is highly suggested for laptop users; dual monitors for PC users.