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