The Senior WFM Data Analyst serves as the data backbone for workforce management operations, responsible for sourcing, integrating, and transforming data from multiple systems to enable accurate forecasting and operational decision-making. This role combines technical data skills with WFM domain expertise to support centralized contact center operations across a rapidly growing clinic network. You will be instrumental in building the data infrastructure that powers staffing decisions affecting thousands of patient interactions daily.

Essential Functions

Data Operations (50%)

• Extract, transform, and load data from CCaaS platforms (Five9/NiCE CXOne), Epic EMR, and operational systems into standardized formats
• Develop and maintain automated data pipelines for recurring WFM reporting needs
• Create data quality frameworks to ensure accuracy and consistency across source systems
• Build and maintain documentation for data sources, transformations, and business logic
• Troubleshoot data discrepancies and implement root cause solutions

Forecasting & Analysis (30%)

• Execute forecasting models using prepared data inputs and established methodologies
• Perform variance analysis and recommend model adjustments based on findings
• Generate capacity planning scenarios for regional expansion and clinic onboarding

Reporting & Business Intelligence (20%)

• Design and deliver operational dashboards for WFM and contact center leadership
• Create ad-hoc analyses to support strategic decision-making
• Partner with IT and vendor teams on system integrations and data access requirements

Required Skills & Abilities:

• Bachelor's degree in Business Analytics, Information Systems, Statistics, or related field (or equivalent experience)
• 4-6 years of experience in data analytics, business intelligence, or WFM operations
• Proficiency in SQL for data extraction, manipulation, and analysis
• Advanced Excel skills including Power Query, complex formulas, and data modeling
• Experience with BI/visualization tools (Power BI, Tableau, or similar)
• Demonstrated ability to work independently and manage competing priorities

Preferred:

• Experience with WFM platforms and contact center operations
• Healthcare or EMR experience (Epic strongly preferred)
• VBA and/or Python scripting for automation
• Experience building ETL processes or working with data warehouses

Expanding Access to Quality Care

At PT Solutions, we’re more than colleagues; we’re a tight-knit community united in our mission to expand access to quality care. Our commitment to you is evident in our industry-leading professional development opportunities. From ongoing evidence-based clinical education to dedicated mentorship opportunities and an APTA-accredited Orthopaedic Residency Program, we propel our clinicians toward excellence in physical therapy, occupational therapy, speech-language pathology, and athletic training.

As we aim to be the go-to rehabilitation provider, we seek committed professionals eager to join us in that mission. A career with PT Solutions is an opportunity to shape the industry and make a lasting impact. 

Let’s go further together and transform care. Join the #PTSLife today! 

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