Lead, WFM Reporting and Analytics

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The Data and Reporting Lead generates ad hoc reports and regular datasets or report information for end-users using system tools and database or data warehouse queries and scripts. The Data and Reporting Lead works on problems of diverse scope and complexity ranging from moderate to substantial.

The Senior Lead of WFM Reporting is responsible for the data architecture and metric reporting for Center Well’s call center and back office operations. You will lead a team of analysts while simultaneously perform advanced operational analysis.

This role requires a unique hybrid skillset: the technical ability to unify disparate data sources (Telephony, WFM, Pharmacy Management Systems), automate reports, and leadership capability to guide senior stakeholders through complex operational challenges. You will support the reporting ecosystem for both Call Center and Back Office queues ensuring that data drives operational decision we make to support our patients.

• Team Leadership:
  Manage, mentor, and develop a team of WFM Reporting Analysts. Set coding standards, conduct code reviews (SQL), and foster a culture of accuracy and automation.

• Executive Narrative & Storytelling:
  Serve as the lead for WFM and operations for operational performance. You must translate data into clear, actionable business narratives (e.g., explaining how inventory aging correlates to staffing shortages).

• Governance: define the "Source of Truth" for all operational metrics (AHT, Occupancy, Shrinkage, TAT). Manage the intake and prioritization of all reporting requests to prevent scope creep.

• Hands‑On Development:
  Personally design and build complex dashboards using Power BI or Tableau. You will be the escalation point for complex technical hurdles that your team cannot solve.

• Call Center and Back‑Office reporting:
  Architect the reporting logic for high‑volume, multi‑step pharmacy queues. This includes calculating "True Backlog," "Inventory Aging," and "Touch Time vs. Elapsed Time" to optimize prescription throughput.

• Data Pipeline Management:
  Write and optimize complex SQL queries to blend data from Verint, Genesys, Salesforce, IVR/VIA and Pharmacy Management Systems. Automate ETL processes to eliminate manual Excel reporting.

• Root Cause Analysis:
  Proactively identify performance variances. If Service Level is missed, you must determine if the cause was Forecast Error, Schedule Adherence, AHT spikes, or System Downtime, and present these findings to Operations leadership.

• Capacity Planning Support:
  Provide the historical data baselines required for long‑term capacity planning, specifically converting "widgets/scripts" into "required hours" for budget discussions.

• Bachelor's degree

• 8 or more years of technical experience in data reporting

• 4 or more years of project leadership experience

• Advanced Microsoft Excel skills including ability to link pivots to external data sources, creating pivot tables and summarizing data into reports and dashboards

• Advanced SQL skills including ability to link to external data sources, pass‑through queries, data structure and relationship design

• Advanced knowledge with Power
  
  BI, Tableau or other data visualization tools.

• Experience working with big and complex data sets within large organizations and/or the analysis of healthcare data

• Proficiency in verbal and written communication to senior and executive leadership

• Strong organizational skills and ability to manage multiple or competing priorities

• Strong analytical and problem solving skills

• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

• Advanced Degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering or related field

• Advanced in Python

• Prior experience working in a system analytics and/or data warehousing environment

• Experience working in a call center and healthcare industry