Senior Workforce Management Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Create, sustain, and enhance daily, weekly, and intraday performance reports for contact center operations, encompassing service level, AHT, adherence, abandonment, and occupancy metrics.

• Develop and present executive-ready dashboards and operational summaries, granting leadership near real-time insights into performance relative to KPIs and CMS standards.

• Perform advanced analysis of contact drivers (such as benefits, enrollment, claims, and billing) to uncover trends, identify root causes, and discover opportunities for enhancing member experience and operational efficiency.

• Construct and uphold both ad hoc and recurring analytical models to aid operational decision-making, workforce planning, and transformation initiatives consistent with Caring Connections.

• Collaborate with Data Engineering and Data Science teams to design and implement scalable, automated analytic solutions while optimizing data pipelines.

⛳️ Requirements

• Over 5 years of progressively responsible experience in contact center analytics, reporting, or workforce management, ideally within healthcare, Medicare Advantage, or a highly regulated sector.

• Proven experience in converting complex operational data into practical insights and executive-level reporting.

• Background in supporting CMS-regulated environments with performance reporting, compliance documentation, and audit preparedness.

• Proficiency in designing and maintaining BI dashboards (Power BI, Tableau, or similar) for operational or executive stakeholders.

• Established capability to collaborate cross-functionally with Data Engineering, Data Science, or IT to create scalable analytic solutions.

• Willingness to work extended hours and weekends during AEP and peak enrollment phases.

• Understanding of HIPAA data governance and PHI handling requirements.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Flexible work arrangements