The Operations Workforce Management Analyst reports to Manager, Operations Planning & Analytics. WFM Team ensures the right number of HeartFlow case processing analysts are available at the right time to meet customer demand and optimize gross margins. The WFM Analyst will have strategic & tactical responsibilities including (1) evaluating demand and labor trends to develop long term headcount needs of up to 3 years (2) establishing schedules to ensure staffing aligns with fluctuating workloads, while minimizing operational costs (3) monitoring daily performance and partnering with Production leadership to meet service level goals. WFM Analyst has previous WFM experience and can recommend and implement best practices at HeartFlow.

The WFM Analyst should be a good fit within our culture. We are looking for someone who is eager and ready to work in an organization that is growing significantly each year with shifting priorities. The ideal candidate will have a positive mindset, be highly collaborative, show initiative, and be eager to dig in. #LI-IB1

Key Responsibilities: Technology & Tools: Utilize workforce management software (Verint preferred) to forecast, schedule, and track workforce performance. Forecasting: Analyze data, trends, and other factors to predict future staffing needs to meet service level targets. Assess forecast accuracy and identify changes needed to further improve overall accuracy. Scheduling: Support the creation, management, and adjustment of employee schedules to ensure adequate coverage and align with demand patterns. This includes shift planning, time-off management, and ensuring compliance with labor laws. Real-Time Monitoring: Monitor live operational performance, track agent adherence to schedules, and proactively address real-time staffing issues such as absenteeism, tardiness, and patient case volumes. Data Analysis & Reporting: Provide daily, weekly, and monthly reports on workforce performance, including adherence, occupancy, service levels, and other key performance indicators (KPIs). Analyze data to identify trends and recommend improvements. Optimization: Suggest improvements to scheduling processes, staffing models, and other workforce-related processes to improve efficiency and reduce costs. Collaboration: Work with operations management and other stakeholders to ensure alignment with goals.  Business Operations: Write Work Instructions, SOPs, and other supporting materials to ensure consistency, efficiency, and productivity of the team. Business Continuity: Execute business continuity plan in case of disruption. Provides input to the overall continuity plan.  Key Skills and Qualifications: Education: Bachelor’s degree in Business, Operations Management, Human Resources, or a related field (or equivalent work experience). Experience: 2+ years of experience in workforce management supporting teams of 200+ employees. Total work experience 5 or more years.  Technical Skills: Experienced with WFM software tools (e.g., Verint, Genesys, etc.). Analytical Skills: Strong ability to analyze data, identify trends, and make data-driven decisions. Communication Skills: Excellent written and verbal communication skills, with the ability to collaborate across departments and communicate complex information effectively. Problem-Solving: Ability to identify issues proactively and resolve them in a timely manner to prevent disruptions. Attention to Detail: High attention to detail in data reporting, forecasting, and scheduling. Time Management: Ability to prioritize tasks and manage multiple projects simultaneously in a fast-paced environment. Preferred Qualifications: Tableau Verint Certification in Workforce Management or related fields

A reasonable estimate of the base salary compensation range is $70,000 to $120,000 (the higher end of the range is reserved for San Francisco Bay Area candidates)