Workforce Management Analyst
About The Position
As a Workforce Management Real Time Analyst, you will help optimize capacity planning for Devoted Health’s nationwide service, outreach, and sales teams. You will manage inbound queues for Member Service Guide (MSG), Telesales, and inbound and outbound Member Outreach teams using workforce management and contact center platforms. You will create procedures based on forecasted call volume and coordinate with Member Experience and Health Plan Operations teams so frontline teams have the support needed to meet daily service metrics. The role involves monitoring staffing and performance metrics, identifying improvement opportunities through data, and helping allocate resources as needed. As an early member of a growing team, you will have meaningful ownership in shaping its culture, capabilities, and processes; the role may also be shaped in part by your skills and growth goals. You will partner with service leadership and Enterprise Technology and IT, serve as a subject matter expert on day-to-day WFM tools, and support other areas of workforce management as needed.
Requirements
- 1–3 years of workforce management or direct operations experience.
- Experience with real-time monitoring and tracking of intraday performance, and with setting and meeting goals.
- Ability to work transparently in a startup environment, including communicating what is and is not going well.
- Proactive, execution-oriented attitude and ability to take ownership.
- Experience using a workforce management software platform to manage contact center operations.
- Strong analytical and troubleshooting/problem-solving skills.
- Strong spreadsheet skills, including the ability to develop basic to intermediate staffing models from scratch.
- Ability to explain insights from data and drive improvements.
- Organizational, communication, and change management skills, and ability to work with cross-functional stakeholders.
Nice To Haves
- Experience manipulating Looker Explore.
- Track record of driving action and achieving results in ambiguous, fast-moving environments with limited resources.
- Strong oral and written communication skills and ability to work well as part of a team.
- Experience with workforce management and telephony systems.
- Experience with Google Suite, especially Sheets.
Responsibilities
- Create standard operating procedures based on forecasted inbound call volume.
- Coordinate support with Health Plan Operations Managers based on forecasted volumes.
- Monitor daily and intraday call volume, average handle time, shrinkage, and other staffing metrics against forecasts, and report on trends and opportunities.
- Work with service leadership to reallocate resources as needed to achieve daily service metrics, such as service level and average wait time.
- Collaborate with leadership teams and recommend ways to improve performance.
- Determine overtime and schedule adjustment needs.
- Provide service leadership with daily performance reports.
- Monitor real-time adherence to schedules and address concerns as they occur.
- Build and maintain trusting relationships with Health Plan Operations and Member Experience teams.
- Use data and insights to identify improvements in member service and in how WFM tools support frontline teams.
- Partner with Enterprise Technology and IT to improve tools and manage rollout of new capabilities.
- Serve as a subject matter expert on day-to-day use of WFM tools across the operation.
- Support other areas of workforce management as needed.
Benefits
- Employer-sponsored health, dental, and vision plans with low or no premium.
- Generous paid time off.
- $100 monthly mobile or internet stipend.
- Stock options for all employees.
- Bonus eligibility for roles below Director; commission eligibility for Sales roles.
- Parental leave program.
- 401(k) program.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
