Workforce Management Analyst

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $58k - $82.7k / year

⏰ Full Time

🟢 Junior

🧐 Business Analyst

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Devoted Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • Healthcare Insurance • Wellness

Devoted Health is a healthcare company that offers Medicare Advantage plans designed to provide comprehensive health coverage with added benefits like dental, eyewear, gym memberships, and prescription drugs at competitive rates. The company emphasizes member support and service, ensuring that clients can easily navigate their benefits and access needed healthcare services. Devoted Health is committed to helping customers save money and enhance their health and wellness through a complete package of benefits and support.

📋 Description

• Manage the inbound queue for Member Service Guide, Telesales, and inbound and outbound Member Outreach teams using Devoted’s WFM and contact center platforms • Create standard operating procedures based on forecasted inbound call volume • Coordinate with Health Plan Operations Managers to arrange support based on forecasted volumes • Monitor daily and intraday call volume, average handle time, shrinkage, and other staffing metrics against forecast • Report trends and opportunity areas • Reallocate resources with service leadership to achieve service level and average wait time metrics • Collaborate with leadership teams to recommend performance improvements • Determine overtime and/or schedule adjustment needs • Provide daily performance reports to service leadership • Monitor real-time adherence to scheduling and address concerns as they occur • Establish and maintain relationships with Health Plan Operations and Member Experience teams • Identify improvements in how Devoted serves members and how WFM tools support frontline teams • Partner with Enterprise Technology and IT on improving tools and rolling out new capabilities • Act as subject matter expert on day-to-day WFM tool use • Support other areas of WFM as needed

🎯 Requirements

• 1-3 years of workforce management or direct operations experience • Experience in real-time monitoring and tracking intraday performance; setting goals and meeting them • Ability to work in a startup environment • Proactive “get it done” attitude • Experience using WFM software platform to manage contact center operations • Strong analytical and troubleshooting/problem solving skills • Strong spreadsheet skills, including developing basic to intermediate staffing models from scratch • Ability to tell the story and drive improvements using data • Comfort with manipulating Looker Explore is a plus • Proven organizational, communication, and change management skills • Track record of success driving action in ambiguous and fast moving environment, identifying opportunities and achieving results with limited resources • Strong oral and written communication skills • Experience with WFM and Telephony systems • Experience with Google Suite, specifically Sheets

🏖️ Benefits

• Employer sponsored health, dental and vision plan with low or no premium • Generous paid time off • $100 monthly mobile or internet stipend • Stock options for all employees • Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles • Parental leave program • 401K program

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