**Overview** We are seeking a highly skilled Senior Workforce Management (WFM) Analyst to own forecasting, capacity planning, and reporting across our inbound and outbound contact center operations. This role **requires strong SQL expertise** and hands-on experience with cloud-based contact center platforms (NICE inContact / CXone, RingCentral, or similar). The ideal candidate thrives at the intersection of data, operations, and strategy, helping us improve service levels, optimize staffing, and deliver an exceptional patient experience. We are seeking candidates with 4+ years of **workforce management experience in a high-volume contact center** environment. **Responsibilities** * Analyze and interpret contact center KPIs (Service Level, ASA, Abandonment, Occupancy, Shrinkage, etc.) and deliver executive-level reporting. * Partner with process innovation team to develop self-service reporting dashboards in SQL and BI tools (Power BI, Tableau, Looker, etc.) * Build, maintain, and refine short- and long-term forecasts for contact volumes, handle times, and staffing requirements across multiple sites or business lines. * Leverage advanced analytics and machine learning (ML/NLP) techniques to improve forecasting accuracy and workforce optimization. * Conduct capacity planning and scenario modeling to inform hiring, scheduling, and performance improvement strategies. * Write and optimize SQL queries to extract, transform, and analyze large data sets for actionable insight. * Support scheduling and intraday management strategies in collaboration with WFM scheduling and real-time teams as needed. * Serve as a subject matter expert (SME) in workforce management and telephony reporting integrations (NICE CXone, DialPad, RingCentral, ServiceNow, etc.). * Lead and contribute to process improvement initiatives focused on efficiency, automation, and agent engagement. **Qualifications** **Minimum Education** **Required:** * Bachelor’s degree in Business, Mathematics, Statistics, Data Analytics, or a related field — or equivalent work experience. **Preferred:** * Master’s degree in Data Science, Operations Research, or a related quantitative discipline **Minimum Experience** **Required:** * 4+ years of workforce management experience in a high-volume contact center environment. * Demonstrated proficiency in SQL and data visualization/reporting tools. * Hands-on experience with NICE inContact / CXone, RingCentral, or other major contact center platforms. **Preferred:** * Experience applying machine learning, NLP, or advanced forecasting models to contact center or workforce management data. * Experience supporting multi-site or global operations with complex vendor partnerships. * Familiarity with automation tools (Python, R, or API integrations). **Knowledge Skills and Abilities** * Deep understanding of Erlang-C modeling, interval-based forecasting, shrinkage planning, and occupancy optimization. * Advanced proficiency with Excel, SQL, and BI tools (Power BI, Tableau, Looker). * Strong grasp of contact center KPIs and their operational drivers. * Excellent analytical and problem-solving skills with the ability to simplify complex data for diverse audiences. * Exceptional communication and presentation skills — able to influence stakeholders across all levels. * Highly organized, detail-oriented, and capable of managing multiple priorities independently. * Proven ability to innovate and implement new tools, dashboards, or analytic techniques. **Virtual Employee?** Yes **Salary Range** 70,000-78,000 **Location/Org Data : Dept Number** CORPIL **ReqID** _2026-27868_ **Job Locations** _US-IL-Downers Grove_ **Job Category** _Corporate - Call Center/Customer Service_ **Pay Class** _Full Time_