Real-Time Workforce Optimization Analyst

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

Benefits offered by this job

Health, dental and vision

Paid time off

Mobile stipend

Stock options

401K

Parental leave

Job summary

Devoted Health is seeking a Workforce Management Real Time Analyst to optimize capacity for our nationwide member services, telesales, and outreach teams. You will manage inbound queues, build SOPs from forecasted volumes, and partner with Health Plan Operations to ensure frontline teams meet service metrics.

You will monitor intraday metrics, reallocate resources, report performance, and continually identify improvements using data and Looker Explore.

Qualifications

• 1–3 years in workforce management or operations.
• Experience with real-time monitoring and intraday performance.
• Proactive, data-driven problem solving.

Responsibilities

• Create SOPs from forecasted inbound volume.
• Coordinate with Health Plan Operations for support.
• Monitor daily/intraday call volume and other metrics.
• Reallocate resources to meet service levels.
• Provide daily performance reports to leadership.
• Monitor real-time adherence and address issues.
• Build relationships with teams.
• Identify improvements using data.

Skills

Operational Experience

Realtime Monitoring

Startup Mindset

Ownership

WFM software

Analytical Skills

Spreadsheet Skills

Cross-functional Collaboration

Google Sheets

Telephony Systems

Tools

WFM software

Looker Explore

Telephony Systems

Job description

Devoted Health is seeking a Workforce Management Real Time Analyst to optimize capacity for our nationwide member services, telesales, and outreach teams. You will manage inbound queues, build SOPs from forecasted volumes, and partner with Health Plan Operations to ensure frontline teams meet service metrics.

You will monitor intraday metrics, reallocate resources, report performance, and continually identify improvements using data and Looker Explore.