Workforce Management Analyst

Matrix Medical Network•UNAVAILABLE, UNAVAILABLE

1d•Remote

About The Position

The Workforce Management Analyst turns member demand into the production hours needed to deliver completed visits and ensures planned hours are delivered. The role owns the outbound capacity model, issues locked-hours requirements to each business process outsourcing (BPO) vendor, governs vendor workforce performance against the statement of work (SOW), and serves as the business owner for workforce management and outbound campaign strategy in Genesys Cloud. The role begins with contact-center operations, learning how BPO capacity on Matrix’s Genesys platform, the dialer, and vendor performance affect completed visits. Its scope expands to other visit-generating channels, including text, IVR, and print. After a 60–90 day ramp, the role has bounded authority to reallocate volume across vendors and campaigns within the locked plan. This is a full-time, salaried, fully remote position for someone located in the United States. The stated salary range is $92,000–$138,000, and the schedule is full-time days.

Requirements

At least 5 years of experience in contact-center workforce planning, capacity planning, or operations analytics.
Direct experience with outbound dialer programs, including pacing, list management, attempt strategy, and calling-window compliance.
A track record of building capacity or demand models from first principles, rather than only maintaining inherited models.
Experience governing outsourced or BPO capacity against SLAs, including hours, adherence, and invoice reconciliation.
SQL and advanced Excel skills.
Ability to turn workforce data into recommendations that executives act on.
Bachelor’s degree in a quantitative or business field, or equivalent experience.

Nice To Haves

Genesys Cloud WFM and Outbound experience.
Python for modeling and automation.
Power BI or comparable dashboard-development experience.
Healthcare or Medicare Advantage member-outreach experience.
Experience in multi-vendor BPO environments.
Working knowledge of TCPA and telemarketing calling rules.

Responsibilities

Convert Enterprise Planning & Demand forecasts into production hours using LCPH, contact rate, acceptance rate, and dialable inventory.
Split required hours between inbound and outbound work and across each BPO.
Maintain the rolling 90-day plan and issue each vendor a monthly 30-day locked-hours requirement by week and day-part.
Reconcile planned versus actual hours weekly and report hours-requirement accuracy.
Check driven appointment volume against NP slot capacity with Clinical Operations before increasing hours.
Measure each vendor’s staffed hours against locked requirements by week and interval using Genesys data.
Enforce SOW workforce terms, including interval staffing floors, billable-hours caps, efficiency floors, adherence targets, flex notices, and overtime pre-authorization.
Reconcile invoiced payroll hours against Genesys login hours monthly and document variances and credits owed.
Own workforce measures in the joint vendor scorecard and prepare workforce content for weekly reviews, monthly performance reviews, and QBRs.
Track vendor attrition, ramp, and hiring-wave delivery against plan.
Design Genesys Cloud business-unit and management-unit structures, with one unit per vendor, and define adherence rules and permissions.
Define activity-code mapping so productive hours match the SOW definition of on-queue and campaign time.
Ensure every vendor’s schedules exist in Genesys, whether built there or imported, so adherence is measured on Matrix’s platform.
Own adherence, shrinkage, and staffed-hours reporting from Genesys.
Use Genesys forecasting and capacity planning for inbound work such as member callbacks.
Decide list segmentation and allocation by vendor and campaign.
Set dialing mode, member-time-zone calling windows, abandon-rate thresholds, and attempt cadence within Matrix’s dialer rules, including the 20-attempt annual cap.
Partner with telecom on caller ID and attestation to protect contact rate.
Review prior-day performance by source, including contact rate, acceptance rate, LCPH, and scheduled and completed visits.
Make same-day list and hours adjustments within the role’s decision rights.
Monitor disposition trends for signs that model inputs have drifted.
Track text, IVR, and print response as inputs to voice hours and, as scope expands, recommend channel-mix shifts.
Build and maintain the vendor scorecard and capacity dashboards in Power BI.
Produce a monthly capacity outlook and channel-performance summary with explicit recommendations.
Contribute to ExCo materials, with the role growing toward presenting portions of them.