Real-Time WFM Analyst for Healthcare Ops

Devoted Health; United States; Remote; USD 58,000 - 83,000; Full time

Benefits offered by this job

Health, dental & vision coverage

Generous paid time off

$100 monthly mobile/internet stipend

Stock options for all employees

Bonuses for most roles

Parental leave program

401K program

More benefits

Job summary

Devoted Health is seeking a Workforce Management Real Time Analyst to optimize capacity for nationwide member services, outreach and sales. You will manage inbound queues for MSG, Telesales and outreach teams using our WFM and contact center platforms, creating SOPs from forecasted volumes and reporting daily performance.

You will monitor intraday metrics, reallocate resources, collaborate with leadership, and drive improvements with data-driven insights.

Qualifications

• 1-3 years of workforce management or direct operations experience.
• Experience in real-time monitoring and intraday performance tracking.
• Ability to thrive in a startup environment with transparency and ownership.
• Proactive, self-driven attitude with a track record of getting things done.
• Experience using WFM software to manage contact center operations.
• Strong analytical skills and ability to tell the story with data; Looker skills a plus.
• Collaborative, with strong communication and change-management abilities.

Responsibilities

• Create standard operating procedures based on forecasted inbound call volume.
• Coordinate with Health Plan Operations Managers to arrange support.
• Monitor daily and intraday call volume, average handle time, shrinkage and other metrics.
• Reallocate resources to meet service level and wait-time targets.
• Provide daily performance reports to leadership.
• Monitor real-time adherence and address issues as they occur.
• Build relationships with Health Plan Operations and Member Experience teams.
• Identify improvements in WFM tooling and frontline support.

Skills

Workforce management

Real-time monitoring

Startup mindset

Execution & ownership

Analytical mindset

Collaboration

Google Suite

Tools

WFM software platform

Looker Explore

Telephony systems

Google Sheets

Job description

Devoted Health is seeking a Workforce Management Real Time Analyst to optimize capacity for nationwide member services, outreach and sales. You will manage inbound queues for MSG, Telesales and outreach teams using our WFM and contact center platforms, creating SOPs from forecasted volumes and reporting daily performance.

You will monitor intraday metrics, reallocate resources, collaborate with leadership, and drive improvements with data-driven insights.