Workforce Management Analyst

Job Number: 6773

Workplace Type: Fully Remote

Position Title: Workforce Management Analyst

External Description:

Overview of the Role:

Alignment Health is seeking an analytical, detail oriented, and motivated remote workforce management analyst to join the member experience team. As a workforce management analyst, you will play a key role in building platforms that will provide adequate staffing levels to ensure seniors are assisted with their healthcare needs. You will help transform our call center to optimize the senior member healthcare experience.

If you are hungry for an opportunity to join a growing organization that is committed to impacting the lives of its senior members, be a part of a positive and collaborative team, and learn and develop - we're looking for you!

Work Schedule: 

• Option 1: Friday through Tuesday (Wednesday and Thursday off)
• Option 2: Saturday through Wednesday (Thursday and Friday off)

Time Zones:

• 11:00am - 8:00pm Pacific Time
• 12:00pm - 9:00pm Mountain Time
• 1:00pm - 10:00pm Central Time
• 2:00pm - 11:00pm Eastern Time

Responsibilities:

• Lead projects related to the implementation of workforce management applications and upgrades.
• Develop project work plans by defining tasks, setting deadlines, assigning responsibilities, and procuring resources and oversee successful project execution.
• Ensure all project documentation is completed and filed/stored in an organized fashion.
• Analyze, monitor, and evaluate workforce on a daily and real-time basis.
• Develop and summarize key findings for presentation.
• Provide regular reports to management on workload and workforce.
• Research, recommend, and enforce employee schedules to optimize contact center performance – which may include timecard management.
• Research, recommend, and implement contact center technology and process improvements to reduce overall costs and inefficiencies.
• Meets contact center financial objectives by tracking and estimating expenses and forecasting expenditures (i.e., capacity planning, etc.)
• Create schedules with goals of optimizing queue coverage to meet organizational need and employee satisfaction – which may cover distinct sites and departments, multiple region and time zones, and unique channels.
• Exercise creativity and flexibility by determining the appropriate combination of knowledge, skills, tools and techniques for assigned projects.
• Assist with creating department policies and procedures to support workflow processes.
• Uphold customer confidence by maintaining information in a confidential manner.
• Travel.

Required Skills and Experience: 

1. Minimum 5 years’ workforce management experience in workforce scheduling, workforce forecasting, and process improvement within fast-paced contact center environments.
2. Bachelor’s Degree in related field, preferred.
3. Process improvement and project management experience a plus, including certification in Lean Six Sigma, PMP / CAPM certification, or Agile/Scrum methodologies.
4. Advanced level experience in Microsoft Excel. Able to navigate, build, and manipulate pivot tables, using formulas and functions required.
5. Must be able to manipulate and extract large volume of data within Excel required.
6. Experience with Talkdesk phone system a huge plus! (Familiar with Genesys or other workforce management systems.)
7. Passion for data analytics as a tool to improve healthcare outcomes and customer service.
8. Excellent written and verbal communication skills, as well as strong interpersonal, critical thinking, and analytical skills.
9. Strong strategic planning, critical thinking, and leadership skills.
10. Able to execute and skilled at getting things done.
11. Motivated to learn and operate with flexibility.
12. Excellent organizational, decision-making, and multi-tasking skills.
13. Demonstrate keen attention to detail and produces high quality work products.
14. Able to prioritize multiple and competing tasks, work independently and in a team environment.
15. Able to work well in a fast-paced and dynamic environment.

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

PAY RANGE: $56,100 - $82,000 ANNUALLY

City: Remote-US

State: California

Location City: Remote-US

Location State: California

Community / Marketing Title: Workforce Management Analyst

Company Profile:

By leveraging our world-class technology platform, innovative care delivery models, deep physician partnerships and our serving heart culture, Alignment Health is revolutionizing health care for seniors! From member experience professionals and clinicians, to data scientists and operations leaders, we have built a talented and passionate team that is deeply committed to our mission of transforming health care for the seniors we serve. Ready to join us?

At Alignment, delivering exceptional care to seniors starts with ensuring an exceptional experience for our over 1,300 employees. At the center of our employee experience is a culture where employees at all levels and across all teams are encouraged to share their unique ideas and perspectives. After all, when you can bring your authentic self to work, whether that’s in a clinical setting, our corporate office or a home office, creativity and innovation flourish! Another important part of the Alignment culture is a belief in continuous learning and growth. As a result, in this fast-growing company, you will find ample support to grow your skills and your career – with us.

EEO Employer Verbiage:

 

Please note: All clinical positions are contingent upon successful engagement with Alignment Health’s COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email [email protected].