Workforce Management Analyst

Location: Fully remote within the United States, including Massachusetts

Salary: $58,000–$82,680 per year

Company

A healthcare company founded in 2017 that combines an integrated care platform, advanced data and AI access, and clinical and service experiences to improve healthcare for older Americans.

What you will do

• Create standard operating procedures based on forecasted inbound call volume.
• Coordinate support with Health Plan Operations Managers and reallocate resources to achieve service levels and average wait-time targets.
• Monitor daily and intraday call volume, average handle time, shrinkage, real-time adherence, and other staffing metrics against forecast.
• Determine overtime and schedule adjustments, provide daily performance reports, and recommend improvements to leadership.
• Build relationships with Health Plan Operations and Member Experience teams while identifying improvements through data and insights.
• Act as a subject matter expert on WFM tools and partner with Enterprise Technology and IT on new capabilities.

Requirements

• 1–3 years of workforce management or direct operations experience.
• Experience with real-time monitoring, intraday performance tracking, goal setting, and performance delivery.
• Experience using a WFM software platform to manage contact center operations.
• Strong analytical, troubleshooting, and problem-solving skills, including spreadsheet proficiency and the ability to build basic to intermediate staffing models from scratch.
• Ability to use data to explain performance and drive improvements; comfort manipulating Looker Explore is a plus.
• Organizational, communication, and change management skills for working with cross-functional stakeholders.
• Ability to work transparently and proactively in a startup environment, take ownership, and execute effectively.

Nice to have

• Track record of driving action in ambiguous, fast-moving environments and achieving results with limited resources.
• Strong oral and written communication skills and ability to work effectively as part of a team.
• Experience with WFM and telephony systems.
• Experience with Google Suite, specifically Google Sheets.

Culture & Benefits

• Full-time employment with employer-sponsored health, dental, and vision plans with low or no premium.
• Generous paid time off and a parental leave program.
• $100 monthly mobile or internet stipend.
• Stock options for all employees and bonus eligibility except for Director-level and above roles.
• 401(k) program and a safe, supportive, diverse, and collaborative work environment.
• Total rewards apply only to full-time employees; interns and contractors are not eligible.