Workforce Management Analyst

About the role

ABOUT US   At Vida, we help people get better- and we're helping the healthcare system get better, too.   Vida is a virtual, personalized obesity care provider that uses evidence-based treatment to help patients manage obesity and related conditions like diabetes, high blood pressure, anxiety and depression. Vida's team of Obesity Medicine-Certified Physicians, Registered Dietitians, Expert Coaches and Licensed Therapists takes a whole-person approach to care, helping people lose weight, reduce stress and improve their overall health.   By combining advanced technology with top-notch healthcare providers, Vida is breaking down the barriers that have historically kept people from getting the best care. It's trusted by Fortune 100 companies, major national payers and large providers to enable their employees to live their healthiest lives.

The Workforce Management (WFM) Analyst is a critical role responsible for optimizing staffing levels and agent productivity across all contact center channels, including inbound calls, outbound calls, email, and potentially chat and social media. This role ensures the right number of skilled agents are available at the right time to meet service level agreements (SLAs), operational efficiency targets, and customer satisfaction goals. The WFM Analyst leverages data analysis, forecasting, scheduling, and real-time monitoring to maximize resource utilization and enhance the overall customer and agent experience.