Job description:
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?
Work Location: In person
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