Remote Healthcare Workforce Planner

Matrix Medical Network; United States; Remote; USD 92,000 - 138,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K with company matching

Voluntary life insurance

Short term disability

Long term disability

Employee assistance program

Health savings account

Flexible spending accounts

Job summary

Matrix Medical Network is seeking a Workforce Management Analyst to turn member demand into production hours for the contact center. This fully remote role is US-based and offers a salary range of $92,000 to $138,000 annually.

You will own the outbound capacity planning, vendor governance across BPOs, and the Genesys Cloud workforce management framework, applying SQL, Advanced Excel, and Power BI to forecast, schedule, and optimize visits.

Qualifications

• 5+ years in contact center workforce planning, capacity planning or operations analytics.
• Experience with outbound dialer programs and SLAs.
• Experience governing outsourced or BPO capacity against SLAs and invoice reconciliation.
• SQL and advanced Excel proficiency.
• Genesys Cloud WFM and outbound experience.

Responsibilities

• Demand-to-hours planning: convert forecast into production hours and allocate across vendors.
• Vendor workforce governance: measure staffing hours, enforce SOW terms, reconcile payroll hours.
• Own the Genesys Cloud workforce management framework and related governance.
• Outbound campaign strategy: set list segmentation, dialing windows, and cadence.
• Daily allocation and channel monitoring: adjust lists/hours and track performance.
• Reporting and leadership support: build vendor scorecards and capacity dashboards.

Skills

Workforce planning

Capacity planning

SQL

Advanced Excel

Power BI

Education

Bachelor's degree in a quantitative or business field

Tools

Genesys Cloud WFM

Power BI

SQL

Job description

Matrix Medical Network is seeking a Workforce Management Analyst to turn member demand into production hours for the contact center. This fully remote role is US-based and offers a salary range of $92,000 to $138,000 annually.

You will own the outbound capacity planning, vendor governance across BPOs, and the Genesys Cloud workforce management framework, applying SQL, Advanced Excel, and Power BI to forecast, schedule, and optimize visits.