Note: The job is a remote job and is open to candidates in USA. Cohere Health is a healthcare technology company that provides clinical intelligence and AI-powered solutions to improve payer-provider decision-making and care outcomes. The Senior Workforce Management Analyst will optimize the enterprise Workforce Management platform, analyze operational and workforce data, improve staffing and scheduling efficiency, and provide actionable insights to support Service and Clinical Operations.
Responsibilities
- Be the subject matter expert for the enterprise Workforce Management platform, preferably NICE IEX experience
- Provide Workforce Management platform administrative support through managing user accounts, access rights, work with the team to maximize forecasting accuracy, scheduling efficiency
- Lead Weekly short-term forecast meetings with close collaboration with the Service Operations leadership team
- Support team members to create daily staffing and schedule optimization, and meet daily Intraday performance and schedule adherence goals
- Support team members to fully execute Shift bidding / PTO bidding strategies
- Analyze operational and workforce data. Identify root causes for performance issues
- Be an active participant and collaborate closely with the Analytics teams
- Mentoring real time analysts and schedulers in their daily tasks, helping them execute to a high level
- Partner closely with other WFM analysts create accurate and sustainable reporting for productivity
- Create trend reports for service operations around volume and production
- Drive daily and weekly efficiencies based on trend
Skills
- 3-5 years of experience supporting and utilizing Workforce Management Systems to drive strategic long term planning and weekly short term planning, schedule efficiency and performance
- 2-3 years of experience measuring productivity and other performance related metrics
- Strong domain knowledge in understanding of contact center metrics such as Service Level, Average Handled Time, Average Speed of Answer, and workforce management metrics such as occupancy, shrinkage, adherence, and their interconnectedness to business impacts
- Proven experience and expertise in Workforce Management principles and practices such as forecasting, scheduling, real time monitoring, capacity planning
- Hands on experience building forecasting models
- Ability to calculate required workload and make staffing recommendations
- Excellent interpersonal and communication skills to partner with technical and business stakeholders
- Experience with both Call Center and Back Office planning and metrics preferred
- Healthcare Experience a plus
- BA/BS Degree in Business Administration, Computer Science, or Mathematics preferred
- Be the subject matter expert for the enterprise Workforce Management platform, preferably NICE IEX experience
- Hands on experience using NICE IEX Enhanced Strategic Planner preferred
Benefits
- Fully remote opportunity with about 5% travel
- Medical, dental, vision, life, disability insurance, and Employee Assistance Program
- 401K retirement plan with company match; flexible spending and health savings account
- Flex Time Off + company holidays
- Up to 14 weeks of paid parental leave
- Pet insurance
Company Overview
Company H1B Sponsorship