Scheduling Analyst, Workforce Management

Location: Telecommuter; hiring is limited to Alaska, Arizona, Arkansas, California, Colorado, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Maine, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, and Wisconsin. Required working hours are 8:00 a.m. to 4:30 p.m. PDT.

Salary: $58,600–$93,800 national range; $66,800–$106,900 national plus range for higher-cost labor markets including Western Washington and Alaska.

Company

hirify.global provides health insurance and healthcare services focused on improving customer and member experiences.

What you will do

• Forecast call-center demand and create staffing schedules that support service-level goals.
• Monitor call flows, volumes, staffing, service levels, schedule exceptions, callouts, and time off throughout the day.
• Adjust staffing and execute predefined plans in response to changing call volume and operational conditions.
• Create ad hoc reports, analyze qualitative and quantitative data, and identify performance trends.
• Maintain the workforce management system and coordinate training, meetings, and other workforce events.
• Communicate operational status and recommendations to call center leadership and provide training on call-center dynamics.

Requirements

• Associate’s degree, relevant technical certification, or two years of work experience.
• At least two years of call center forecasting and scheduling experience.
• At least three years of customer service experience.
• Availability to work from 8:00 a.m. to 4:30 p.m. PDT.
• Ability to analyze data, prepare reports, monitor performance, and make staffing recommendations.
• Ability to perform sedentary work, keyboard, and communicate clearly in person and by telephone.

Nice to have

• Workforce management software experience.
• Healthcare or healthcare operations experience.
• Previous data analysis and reporting experience.

Culture & Benefits

• Full-time telecommuter role with employee health, vision, and dental coverage.
• Life and disability insurance, retirement programs with a 401(k) match, and a pension plan vested after three years.
• Paid time off, wellness resources, counseling, stress management, and mindfulness programs.
• Tuition assistance for undergraduate and graduate education.
• Employee recognition programs and voluntary benefits including pet insurance.