Workforce Operations Specialist (Hybrid)

Health Insurance Alliance LLC • Fort Lauderdale, FL

8h • Hybrid

About The Position

Fuego Leads is looking for a specialized Workforce Operations Specialist to join our dynamic team and ecosystem. We are a national leader in technology-driven health insurance acquisition and enrollment. Since launching in 2019, we've built significant market presence in individual health coverage and are rapidly expanding in Medicare. Our technology platform powers consumer acquisition, lead routing, agent enablement, and call center operations in a highly regulated and performance-driven environment. The systems we build support high-volume lead flows, complex integrations, and real-time decisioning across marketing, data, and contact center platforms. As we continue to scale, we are strengthening our technology organization to support faster delivery, improved system reliability, and the expansion of new products and verticals. This role plays a key part in helping our engineering team execute on that vision while continuing to build and ship critical systems that drive the business forward. As our Workforce Operations Specialist, you will work closely with our COO of Health Insurance Alliance, as well as cross-functional teams across our Ecosystem, to play a critical role in shaping our workforce strategy and planning practices, with employee-centered HR execution. This role will own workforce planning, schedule adherence, and forecasting, while also serving as the primary owner of HRIS administration and leave tracking. This position sits at the intersection of Operations and HR, a successful candidate would be able to demonstrate strong analytical skills, sound judgment, and the ability to partner cross-functionally while maintaining HR integrity and compliance.

Requirements

• 5+ years of experience in Workforce Management or People Analytics, preferably in a call center or high-volume workforce environment.
• Strong experience with schedule adherence, forecasting, and capacity planning.
• Hands-on experience administering HRIS platforms (ADP Workforce Now strongly preferred).
• Hands-on experience with Verint, Assembled, Calabrio (WFM tools) & Five9
• Working knowledge of FMLA, PTO policies, and unpaid leave tracking.
• High attention to detail with a strong sense of ownership over data accuracy and compliance.
• Ability to translate data into clear insights for both HR and Operations stakeholders.
• Strong communication skills and confidence partnering with senior leaders.
• Proven ability to maintain confidentiality, neutrality, and sound judgment in sensitive matters.
• Experience supporting hourly, performance-driven, or sales-based workforces.
• Comfort operating in fast-paced environments with changing demand.
• Advanced reporting or dashboarding skills (Excel, Google Sheets, BI tools a plus).
• Ability to balance business needs with employee experience and compliance.

Responsibilities

• Owning scheduling, workforce planning and forecasting to support business demand, staffing levels, and seasonal volume fluctuations.
• Monitoring and analyzing schedule adherence, attendance trends, overtime usage, and attrition impacts.
• Partnering with Operations leadership to provide capacity modeling, staffing recommendations, and scenario planning.
• Building and maintaining workforce dashboards and reports to surface insights and risks.
• Identifying patterns related to absenteeism, productivity, and burnout, escalating concerns with data-driven recommendations.
• Supporting operational planning by translating workforce data into actionable insights while maintaining neutrality and independence from performance management decisions.
• Serving as the support administrator for HRIS (ADP Workforce Now), ensuring data integrity, audits, and timely employee lifecycle transactions.
• Overseeing PTO, unpaid leave, and FMLA tracking in alignment with scheduling.
• Creating and maintaining SOPs for HR operations, workforce tracking, and leave management workflows.

Benefits

• Competitive Compensation + Performance Incentives
• Health, Dental, Vision Insurance after 3 month Probationary Period (Optional)
• 15 Days PTO, accrual starts after 3 months Probationary Period over the calendar year.
• 401 K + Matching after 3 month Probationary Period (Optional)
• Great Career development opportunities
• Annual Company Events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed