Real-Time WFM Analyst – Healthcare Ops

Devoted Health Services, Inc; Massachusetts; Hybrid; USD 58,000 - 83,000; Full time

Benefits offered by this job

Health, dental & vision plan

Generous paid time off

Monthly stipend for mobile/internet

Stock options for all employees

Bonus eligibility for most roles

Parental leave program

401K program

Job summary

Devoted Health is seeking a Workforce Management Real Time Analyst to optimize capacity for our nationwide service, outreach, and sales teams. You’ll manage the inbound queue for MSG, Telesales, and outreach teams using WFM and contact center platforms to support frontline staff.

You’ll forecast call volume, create SOPs, and partner with Health Plan Operations to meet daily metrics. You will proactively identify improvement opportunities, own scheduling decisions, and deliver real-time adherence

Qualifications

• Operational experience in workforce management or direct operations.
• Experience in real-time monitoring and intraday performance tracking.
• Ability to work in a startup environment with transparency.
• Proactive ownership and execution mindset.
• Experience using WFM software to manage contact center ops.
• Analytical and troubleshooting skills with data storytelling.
• Strong cross-functional collaboration capabilities.

Responsibilities

• Create SOPs based on forecasted inbound call volume.
• Coordinate with Health Plan Operations Managers for support.
• Monitor daily/intraday metrics and report trends.
• Reallocate resources to meet service targets daily.
• Provide recommendations to improve performance with leadership.
• Determine overtime and schedule adjustments as needed.
• Deliver daily performance reports to service leadership.
• Monitor real-time adherence and address issues as they occur.
• Build relationships with Health Plan Operations and Member Experience.
• Identify improvements using data and insights for frontline teams.
• Partner with Enterprise Tech on tool enhancements.
• Serve as SME for WFM tool day-to-day use.
• Support other areas of WFM as needed.

Skills

Real-time monitoring

Forecasting

WFM software

Google Sheets

Analytical mindset

Collaboration

Ownership

Startup mindset

Tools

WFM software

Google Sheets

Job description

Devoted Health is seeking a Workforce Management Real Time Analyst to optimize capacity for our nationwide service, outreach, and sales teams. You’ll manage the inbound queue for MSG, Telesales, and outreach teams using WFM and contact center platforms to support frontline staff.

You’ll forecast call volume, create SOPs, and partner with Health Plan Operations to meet daily metrics. You will proactively identify improvement opportunities, own scheduling decisions, and deliver real-time adherence