Workforce Management-Business Analyst-Support
Why join Nextech?
We are a leader in specialty healthcare technology solutions.
We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.
If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.
We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact talent@nextech.com.
Job Summary
We are seeking a detail-oriented and analytical Workforce Management (WFM) Business Analyst to join our dynamic support team. The ideal candidate will be
responsible for optimizing workforce productivity and ensuring efficient allocation of resources to meet service level agreements (SLAs). This role involves analyzing data, forecasting workload, and developing staffing plans to enhance operational efficiency.
All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.
Essential Functions
- Analyze historical data and trends to forecast workload and staffing needs
- Develop and implement effective workforce management strategies to optimize resource allocation
- Monitor real-time performance and adjust staffing plans as needed to meet SLAs
- Collaborate with support team leaders to identify and address workforce-related challenges
- Generate and present regular reports on workforce performance and productivity metrics
- Provide insights and recommendations to improve overall support team efficiency
Minimum Requirements
- Proven experience in workforce management, preferably in a support or customer service environment.
- Strong analytical skills with the ability to interpret complex data sets.
- Proficiency in WFM software and tools.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced, dynamic environment.
Preferred Qualifications
- Experience: 3+ years of experience in workforce management, particularly within a support or customer service environment
- Analytical Skills: Strong ability to analyze large datasets, identify trends, and make data-driven decisions
- Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly to stakeholders
- Problem-Solving: Proven track record of identifying and resolving workforce-related issues efficiently
- Industry Knowledge: Familiarity with industry best practices and emerging trends in workforce management
- Interpersonal Skills: Strong collaboration skills and the ability to work effectively with cross-functional teams
Total Rewards
- Generous annual bonus opportunity
- 401(k) with Employer Match
- Flexible Time Off: take time off when you need it without worrying about available hours
- 10 paid holidays + 1 floating holiday
- Volunteer Time Off
- Insurance: Choice of Medical, Dental, and Vision plans
- Health Savings Account with employer match
- Flexible Spending Account
- 100% Company-Paid Parental leave
- 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
- Wellness Program including discounts on medical premiums
- Employee Assistance Program with free counseling sessions available
- Corporate Discounts on Retail, Travel, and Entertainment
- Pet Insurance options
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