Senior Workforce Management Analyst

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Alignment Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

⚕️ Healthcare Insurance

💰 $135M Series C on 2020-03

Healthcare Insurance • Insurance • Healthcare

Alignment Health is dedicated to providing comprehensive care for Medicare members, emphasizing the needs of seniors, the chronically ill, and those who are frail. With a mission to transform senior healthcare, Alignment Health leverages a tailored care model and advanced technology to deliver high-quality, low-cost healthcare services. Their 24/7 concierge care team collaborates with trusted local providers to ensure that every member receives personalized care, reflecting the company's commitment to treating all members as valued family members.

📋 Description

• Develop, maintain, and continuously improve daily, weekly, and intraday performance reports for contact center operations, including service level, AHT, adherence, abandonment, and occupancy metrics. • Design and deliver executive-ready dashboards and operational summaries, providing leadership with near real-time visibility into performance against KPIs and CMS expectations. • Conduct advanced analysis of contact drivers (e.g., benefits, enrollment, claims, billing) to identify trends, root causes, and opportunities to improve member experience and operational efficiency. • Build and maintain ad hoc and recurring analytical models to support operational decision-making, workforce planning, and transformation initiatives aligned with Caring Connections. • Partner with Data Engineering and Data Science teams to design and deploy scalable, automated analytic solutions and optimize data pipelines. • Validate and ensure data accuracy and integrity across telephony (ACD), CRM, Payroll, and WFM platforms. • Automate reporting processes to reduce manual effort, increase consistency, and enable faster decision cycles. • Monitor and report on KPIs tied to member experience, operational performance, and regulatory compliance.

🎯 Requirements

• 5+ years of progressively responsible experience in contact center analytics, reporting, or workforce management • Demonstrated experience translating complex operational data into actionable insights and executive-level reporting • Experience supporting CMS-regulated environments with performance reporting, compliance documentation, and audit readiness • Experience designing and maintaining BI dashboards (Power BI, Tableau, or equivalent) for operational or executive audiences • Demonstrated ability to work cross-functionally with Data Engineering, Data Science, or IT to build scalable analytic solutions • Ability to work extended hours and weekends during AEP and peak enrollment periods. • Familiarity with HIPAA data governance and PHI handling requirements

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Flexible work arrangements