Note: The job is a remote job and is open to candidates in USA. Matrix Medical Network is hiring a Workforce Management Analyst to translate member demand into production-hour plans and oversee vendor workforce performance. The role owns workforce management and outbound campaign strategy in Genesys Cloud, monitors performance across outreach channels, and provides capacity reporting and recommendations.
Responsibilities
- Convert Enterprise Planning & Demand's forecast (required contacts and scheduled appointments by client, state and month) into production hours, using LCPH, contact rate, acceptance rate and dialable inventory
- Split required hours between inbound and outbound, and across each BPO
- Maintain the rolling 90-day plan and issue the 30-day locked hours requirement to each vendor monthly, by week and day-part
- Reconcile planned against actual hours weekly and report hours-requirement accuracy
- Check driven appointment volume against NP slot capacity with Clinical Operations before raising hours
- Measure staffed hours delivered by each vendor against the locked requirement, by week and interval, using Genesys data
- Enforce the SOW's workforce terms: interval staffing floor, billable hours cap, efficiency floor, adherence target, flex notices and overtime pre-authorization
- Reconcile invoiced payroll hours against Genesys login hours monthly, and document variances and credits owed
- Own the workforce measures in the joint vendor scorecard, and prepare workforce content for weekly reviews, monthly performance reviews and QBRs
- Track vendor attrition, ramp and hiring-wave delivery against plan
- Design the business unit and management unit structure (one unit per vendor), with adherence rules and permissions for each
- Define activity-code mapping so productive hours mean on-queue and campaign time, matching the SOW definition. Genesys defaults count meetings and training as work time
- Ensure every vendor's schedules exist in Genesys, built there or imported, so adherence is measured on Matrix's platform
- Own adherence, shrinkage and staffed-hours reporting from Genesys
- Use Genesys forecasting and capacity planning for inbound work such as member callbacks
- Decide list segmentation and allocation by vendor and campaign. Each contact list runs on one campaign at a time, so list allocation is the main lever for splitting volume
- Set dialing mode, calling windows by member time zone, abandon-rate thresholds and attempt cadence within Matrix's dialer rules, including the 20-attempt annual cap
- Partner with telecom on caller ID and attestation to protect contact rate
- Genesys administrators carry out configuration changes; this role decides them
- Review prior-day performance by source: contact rate, acceptance rate, LCPH, scheduled and completed visits
- Make same-day list and hours adjustments within the decision rights below
- Watch disposition trends for signs that a model input has drifted
- Track text, IVR and print response as inputs to voice hours, and as scope expands, recommend channel-mix shifts
- Build and maintain the vendor scorecard and capacity dashboards in Power BI
- Produce a monthly capacity outlook and channel performance summary with explicit recommendations
- Contribute to ExCo materials, growing toward presenting portions of them
Skills
- 5+ years in contact center workforce planning, capacity planning or operations analytics
- Direct experience with outbound dialer programs: pacing, list management, attempt strategy and calling-window compliance
- A track record of building capacity or demand models from first principles, not only maintaining inherited ones
- Experience governing outsourced or BPO capacity against SLAs, including hours, adherence and invoice reconciliation
- SQL and advanced Excel
- Ability to turn workforce data into recommendations that executives act on
- Bachelor's degree in a quantitative or business field, or equivalent experience
- Genesys Cloud WFM and Outbound experience
- Python for modeling and automation
- Power BI or comparable dashboard development
- Healthcare or Medicare Advantage member outreach
- Multi-vendor BPO environments
- Working knowledge of TCPA and telemarketing calling rules
Benefits
- Fully remote, must be in the United States
- Medical
- Dental
- Vision
- Paid time off
- Paid holidays
- 401K with company matching
- Voluntary life insurance
- Short term disability
- Long term disability
- Employee assistance program
- Health savings account
- Flexible spending accounts
- Additional voluntary benefits available
- Opportunities and tools to develop personally and professionally
Company Overview