Senior Workforce Analyst

SCAN Health Insurance

7d•$28 - $32•Remote

About The Position

This role plays a key part in the planning and development of capacity and forecasting (short-term and long-term) for Member Services department and other internal customers. This role is responsible for implementing efficient and effective forecasting of both contact center and supporting roles. The position will create and statistically analyze large data sets of internal and external data to generate forecasting and capacity planning which will be communicated across the organization in a way that informs and drives the organization to action.

Requirements

GED/High School Diploma or equivalent experience
1-3 years of related experience.
Technical expertise.
Problem solving / debugging skills.
Strong communication skills.
Proficient in MS Office, PowerPoint, and Excel.
Builds strong relationships across teams and departments through formal networks and coordination.
Works effectively in team environments and contributes as a reliable, proactive team player.
Communicates clearly and professionally, both in writing and verbally, with strong interpersonal skills.
Thrives in fast-paced, hands-on business settings and adapts quickly to change.
Demonstrates continuous improvement mindset and takes initiative in managing responsibilities.
Self-starter who actively contributes to department-wide projects and daily operations.
Excels at multitasking and staying organized under pressure.

Nice To Haves

5 years' workforce management experience including forecasting and capacity planning
Demonstrated experience solving significant and unique issues requiring evaluation of intangibles
Deep experience and knowledge in workforce management functions including scheduling, forecasting, capacity planning, key call center performance metrics, and reporting.

Responsibilities

Forecasting and capacity planning will incorporate contact center channels (i.e., voice/phone, secure message, unsecure email, text, etc.) and other activities (i.e., research, follow-up, etc.). Work output to include gap analysis. Capacity planning to organizational objectives.
The desired reporting and analysis will be generated for prior month, current month, and long-term forecasts which will be utilized in a monthly cross-departmental meeting to determine budget and resources.
Facilitate additional communication and reporting with stakeholders, ensuring transparency and alignment across teams.
Forecasting and capacity planning will be continually prepared refined to adjust modeling based upon inputs and historical data.
Model and visualize complex scenarios to inform strategic decision-making and ensure optimal resource allocation.
Utilize Aspect software in combination with other resources to generate ongoing forecasting and capacity planning for internal customer departments.
Promote continuous improvement for role and the workforce management team.
Interact with Apect software and other tools to update information to drive forecasting and capacity planning.
Work with internal customers to stay current with inputs that will impact forecasting and capacity planning.
Sr / Lead Role (prioritizes assignments, provides assistance, scheduled work, but does NOT directly supervise.
All other duties as assigned.

Benefits

Base salary range: $27.95 to $32/hr (Non-Exempt)
Work Mode: Mostly Remote
An annual employee bonus program
Robust Wellness Program
Generous paid-time-off (PTO)
Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday
Excellent 401(k) Retirement Saving Plan with employer match and contribution
Robust employee recognition program
Tuition reimbursement
An opportunity to become part of a team that makes a difference to our members and our community every day!