Workforce Management Operations Analyst

The role

The WFM Operations Real-Time Analyst will own intraday monitoring of workload and staffing across back-office healthcare operations. You will use Verint and Tableau to track adherence, occupancy, and workload trends to protect service levels.

What you will do

• Operate within Verint for intraday monitoring, adherence tracking, and real-time schedule management.
• Monitor intraday workload volumes, inventory, backlog, and staffing adherence.
• Identify staffing imbalances and initiate same-day adjustments like overtime or shift moves.
• Perform root-cause analysis on SLA misses, volume anomalies, and adherence trends.
• Serve as the real-time communication hub between WFM, operations supervisors, and leadership.
• Manage WFM ticketing requests and track recurring themes for process improvement.
• Maintain data integrity within WFM systems and follow HIPAA and internal data governance.
• Execute the business continuity plan during disruptions.

Required qualifications

• Bachelor's degree (or equivalent practical experience) in business, analytics, operations management, healthcare administration, or a related field.
• 2+ years of hands-on experience using Verint workforce management software.
• 3+ years of workforce management experience, including real-time/intraday analysis, in a back-office operations environment.
• Demonstrated experience supporting back-office healthcare functions.
• Strong prioritization and decision-making in a fast-paced, multi-queue environment.
• Working knowledge of service level, interval performance, adherence, occupancy, and intraday management practices.
• Working knowledge of Tableau (or a comparable BI/reporting tool) sufficient to read dashboards and monitor trends.
• Clear written and verbal communication.
• High attention to detail and data integrity.
• Experience managing ticketing workflows, documenting decisions, and maintaining WFM system data.
• Experience producing daily, weekly, and monthly performance reporting.

Nice to have

• Tableau Proficiency: Dashboard development, calculations, and publishing in Tableau.
• Experience supporting short-term/medium and long term forecasting and capacity planning.
• Familiarity with additional WFM platforms (e.g., Genesys, NICE, IEX) is a plus.
• Advanced Excel: Pivot tables, XLOOKUP/VLOOKUP, and conditional formatting.
• Familiarity with HIPAA requirements and secure handling of healthcare-related data.

About the company

Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease using cutting-edge technology. It is a publicly traded company (HTFL) that provides an AI-driven, non-invasive cardiac test.