Workforce Analyst

About Knack RCM

Knack RCM is a fast-growing Revenue Cycle Management company providing end-to-end healthcare billing and operational support to U.S. healthcare providers. We pride ourselves on data-driven decision-making, operational excellence, and a people-first culture.

Job Summary

The Workforce Analyst is responsible for forecasting, capacity planning, scheduling, and real-time workforce management to ensure optimal staffing levels across RCM operations. This role plays a critical part in meeting productivity, SLA, and quality targets while balancing efficiency and employee engagement.

Key Responsibilities

Workforce Planning & Forecasting

• Develop short-term and long-term staffing forecasts based on volume trends, productivity, and business growth.
• Analyze historical data to predict workload demand and staffing requirements.
• Partner with Operations and Leadership to align capacity plans with business goals.

Scheduling & Capacity Management

• Create and maintain optimized schedules that meet service level agreements (SLAs).
• Monitor shrinkage (leaves, absences, training, attrition) and recommend mitigation strategies.
• Ensure efficient utilization of resources across teams and shifts.

Real-Time Management (RTM)

• Monitor daily performance including adherence, productivity, and queue volumes.
• Identify risks to SLAs and recommend real-time adjustments (reforecasting, reallocation, OT).
• Communicate real-time issues and action plans to Operations leaders.

Reporting & Analytics

• Prepare and present workforce reports on productivity, utilization, attendance, and forecast accuracy.
• Track key WFM KPIs and identify trends, gaps, and improvement opportunities.
• Maintain dashboards and workforce models to support decision-making.

Continuous Improvement

• Recommend process improvements to enhance workforce efficiency and accuracy.
• Support new client onboarding, ramp-ups, and transitions from a workforce perspective.
• Ensure WFM processes align with compliance and company policies.

Qualifications & Skills

Required

• At least 1 year of experience in Workforce Management, preferably in BPO, healthcare, or RCM.
• Strong analytical skills with advanced Excel (pivot tables, formulas, data analysis).
• Experience in forecasting, scheduling, and capacity planning.
• Excellent communication and stakeholder management skills.

Preferred

• Experience supporting U.S. healthcare or Revenue Cycle Management operations.
• Familiarity with WFM tools, timekeeping systems, or BI dashboards.
• Knowledge of KPIs such as AHT, productivity, utilization, shrinkage, and SLA metrics.

Key Competencies

• Data-driven decision making
• Attention to detail
• Problem-solving and critical thinking
• Time and priority management
• Collaboration and adaptability

What We Offer

• Competitive salary and benefits
• Career growth opportunities in a rapidly expanding RCM company
• Collaborative and supportive work environment
• Exposure to U.S. healthcare operations and analytics

Benefits:

• Additional leave
• Health insurance
• Opportunities for promotion
• Pay raise
• Promotion to permanent employee

Application Question(s):

• What is your asking salary?

Experience:

• Workforce Analyst: 2 years (Preferred)

Work Location: In person