Workforce Management Associate Analyst

Summary

Join iRhythm as a Workforce Management Associate Analyst and support the scheduling and staffing of Customer Care Advocates. You will create data-driven forecasts, build trend analysis templates, deliver staffing recommendations, and determine future headcount needs. This role involves developing dashboards and reports, analyzing data to improve workforce efficiency, and coordinating with other teams. You will need an Associate's degree or equivalent experience, along with 2+ years of experience in forecasting, staffing analytics, and workforce scheduling. Proficiency in Excel, SQL, and other analytics tools is also required. iRhythm offers a competitive compensation package and excellent benefits, including medical, dental, vision, and retirement plans.

Requirements

• Associate’s degree or equivalent work experience in Call Center WFM, Analytics, or Capacity Planning. Bachelor’s degree may be considered in lieu of direct work experience
• 2+ years of experience in forecasting, staffing analytics, and workforce scheduling
• Emerging proficiency in Excel, SQL, Power BI, or other workforce analytics tools
• Experience working with workforce management systems (e.g., NICE, Verint, Aspect, or equivalent)
• Strong analytical skills with the ability to translate data insights into actionable workforce strategies
• Detail-oriented with strong data entry and reporting accuracy
• Excellent communication and interpersonal skills, with the ability to present data findings to stakeholders

Responsibilities

• Create data-driven forecasts for resource planning by day and interval time using historical trends and predictive analytics
• Build trend analysis templates to identify key dips in service levels and recommend proactive solutions
• Deliver data-backed staffing recommendations for key holidays, including potential shift releases based on call volume trends
• Determine future headcount needs using statistical modeling and capacity planning tools to optimize resource utilization
• Develop dashboards and reports to track workforce KPIs, including occupancy, adherence, and service level trends
• Analyze real-time and historical data to provide insights into workforce efficiency and recommend process improvements
• Coordinate with RTA and Supervisors to develop capacity optimization strategies based on forecasted demand
• Monitor and track attendance, FMLA, and ensure coverage planning using workforce analytics and historical trend data

Preferred Qualifications

Experience in a healthcare or clinical call center setting is a plus

Benefits

• Competitive compensation package
• Excellent benefits including medical, dental, and vision insurances (all of which start on your first day)
• Health savings account employer contributions (when enrolled in high deductible medical plan)
• Cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts)
• Travel reimbursement for medical care
• Noncontributory basic life insurance & short/ long term disability
• Emotional health support for you and your loved ones
• Legal / financial / identity theft/ pet and child referral assistance
• Paid parental leave
• Paid holidays
• Travel assistance for personal trips and PTO!
• 401(k) (with company match)
• An Employee Stock Purchase Plan
• Pet insurance discount
• Unlimited amount of Linked In Learning classes