Workforce Management Analyst

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

📋 Description

• Oversee the inbound queue for Member Service Guide, Telesales, and both inbound and outbound Member Outreach teams utilizing Devoted’s WFM and contact center technologies.

• Develop standard operating procedures based on anticipated inbound call volumes.

• Collaborate with Health Plan Operations Managers to organize support in line with forecasted volumes.

• Track daily and intraday call volumes, average handle times, shrinkage, and various staffing metrics against forecasts.

• Analyze trends and identify areas for improvement.

• Reassign resources in collaboration with service leadership to meet service level and average wait time targets.

• Work with leadership teams to propose performance enhancements.

• Assess the need for overtime and/or schedule modifications.

• Supply daily performance reports to service leadership.

• Monitor real-time adherence to schedules and address any issues as they arise.

• Build and maintain relationships with Health Plan Operations and Member Experience teams.

• Identify enhancements in how Devoted serves its members and how WFM tools assist frontline teams.

• Collaborate with Enterprise Technology and IT to improve tools and launch new functionalities.

• Serve as a subject matter expert on the daily use of WFM tools.

• Assist with other aspects of WFM as necessary.

⛳️ Requirements

• 1-3 years of experience in workforce management or direct operations.

• Proficient in real-time monitoring and tracking of intraday performance; capable of setting and achieving goals.

• Ability to thrive in a startup environment.

• A proactive "get it done" mindset.

• Experience with WFM software platforms for managing contact center operations.

• Strong analytical and troubleshooting/problem-solving abilities.

• Proficient in spreadsheet applications, including the ability to develop basic to intermediate staffing models from the ground up.

• Capability to narrate insights and drive improvements through data analysis.

• Familiarity with manipulating Looker Explore is a plus.

• Proven skills in organization, communication, and change management.

• A successful track record of driving actions in ambiguous and fast-paced environments, recognizing opportunities, and achieving results with limited resources.

• Strong oral and written communication skills.

• Experience with WFM and telephony systems.

• Proficient in Google Suite, particularly Sheets.

🏝️ Benefits

• Employer-sponsored health, dental, and vision plans with low or no premium.

• Generous paid time off.

• $100 monthly stipend for mobile or internet expenses.

• Stock options available for all employees.

• Bonus eligibility for all positions excluding Director and above; commission eligibility for Sales roles.

• Parental leave program.

• 401K program.