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Workforce Analyst

Minneapolis, Minnesota

At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses.

The Workforce Analyst will be responsible for supporting a strategic workforce model across multiple departments (contact center and back office) and accompanying change efforts across the business.

Responsibilities

  • Execute the workforce management strategy and day-to-day management of WFM functions; including real-time operations, staffing and technology needs.
  • Monitor queues, channel, and contact center performance and alerts leadership of trends.
  • Oversee contact center team member skill changes and queue assignments.
  • Proactively identify and communicate factors affecting the patient experience through verbal and written communication.
  • Facilitate discussions of performance to forecast, partnering with operations leaders to optimize performance capabilities.
  • Manage agent scheduling, shift and time-off bidding, and immediate and short-range forecasting.
  • Prepare and distribute employee-level, team-level and performance scorecards.
  • Provide support for special projects and other duties as assigned.

Qualifications

Education & Experience

Required:

  • High school diploma
  • 3+ years WFM experience

Preferred:

  • NICE CXone, scheduling, and forecasting experience - NICE IEX is a plus
  • Previous experience within medical device (DME) or a healthcare industry
  • Microsoft Excel, Power Automate, Power BI

 

Below is the starting salary or hourly range for this position, although offers may differ based on the candidate's location, job-specific knowledge, skills and experience.

US Pay Range

$53,600 - $74,970 USD

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