Workforce Management Analyst

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

A bit about this role: Our member and prospect-facing teams help people navigate the complex world of health care by genuinely listening to their questions and guiding them towards the best decisions for their healthcare needs. As a Workforce Management Real Time Analyst, you have the opportunity to help us optimize capacity planning for a rapidly scaling service, outreach, and sales team nationwide. In this role, you will be responsible for managing the inbound queue for our Member Service Guide (MSG), Telesales, and inbound and outbound Member Outreach teams using Devoted’s workforce management (WFM) and contact center platforms to ensure our front line teams can support our members. You will create standard operating procedures based on the forecasted inbound call volume and partner closely with other Member Experience and Health Plan Operations teams to ensure there is sufficient support for frontline teams to meet Devoted’s service metrics on a daily basis. You will be expected to proactively identify areas of improvement based on data and insights. This role is critical to improving the Devoted experience for both frontline teams and members alike. As an early member of a high velocity and high performing team, you will have disproportionate influence and ownership in the establishment of culture, capabilities, and process of the team as it grows. The role will, in part, be shaped by your skill set and growth goals.

Responsibilities and Impact

• Standard Operating Procedures: Create standard operating procedures based on forecasted inbound call volume.
• Coordinate Support: Based on the forecasted volumes, coordinate with other Health Plan Operations Managers to arrange support.
• Monitor Metrics: Monitor daily and intraday call volume, average handle time, shrinkage and other critical staffing metrics as measured against forecast and report out on trends and opportunity areas.
• Reallocate Resources: Work with service leadership to reallocate resources as necessary to ensure key metrics are achieved on a daily basis (e.g., service level, average wait time).
• Collaborate with Leadership: Collaborate with leadership teams to provide recommendations to improve performance.
• Determine Schedule Needs: Determine overtime and / or schedule adjustment needs.
• Provide Performance Reports: Provide service leadership with daily reports on performance.
• Monitor Real-Time Adherence: Monitor real time adherence to scheduling and actively address areas of concern as they occur.
• Build Relationships: Establish and maintain strong, trusting relationships with Health Plan Operations and Member Experience teams.
• Identify Improvements: Through data and insights, proactively identify key areas of improvement in how Devoted serves its members and how our WFM tools can be a better resource for our frontline teams.
• Partner on Technology: Partner with Enterprise Technology and IT on improving tools and managing the rollout of any new capabilities as they are developed.
• Act as Subject Matter Expert: Act as subject matter expert on the day-to-day use of WFM tools to support various components of the operation.
• Support WFM: Support other areas of WFM as needed.

Required skills and experience

• Operational Experience: 1-3 years of workforce management or direct operations experience.
• Performance Tracking: Experience in real-time monitoring and tracking intraday performance; setting goals and meeting them.
• Startup Mindset: The ability to work in a startup environment: which means being transparent in your work, what’s going well, what’s not.
• Execution & Ownership: A super proactive “get it done” attitude – and the skills to back it up.
• Systems Experience: Experience using WFM software platform to manage contact center operations.
• Analytical Mindset: Analytical mindset-strong analytical and troubleshooting/problem solving skills, including strong spreadsheet skills including in developing basic to intermediate staffing models from scratch, and the ability to tell the story and drive improvements using data (comfort with manipulating Looker Explore a plus).
• Collaborative: Proven organizational, communication, and change management skills who thrives working with cross-functional stakeholders.

Desired skills and experience

• Track Record of Success: Track record of success driving action in ambiguous and fast moving environment, identifying opportunities and achieving results with limited resources.
• Communication Skills: Strong oral and written communication skills; works well as part of a team.
• Technical Knowledge: Experience with WFM and Telephony systems.
• Google Suite Proficiency: Experience with Google Suite (specifically Sheets).

Salary: $58,000 - $82,680 / year

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Total rewards package

• Employer sponsored health, dental and vision plan with low or no premium
• Generous paid time off
• $100 monthly mobile or internet stipend
• Stock options for all employees
• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
• Parental leave program
• 401K program
• And more....

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.