Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

The Workforce Management Analyst utilizes exceptional analytical and communication skills to manage key aspects of workforce scheduling, workload forecasting, and process improvement across our Contact Center.

*Please not: The hours for this role are M-F 8:00 AM-5:00 PM PST zone. Some weekends and holidays may be required based on business need.

GENERAL DUTIES/RESPONSIBILITIES:
1. Leads projects related to the implementation of Workforce Management applications and upgrades. Develop project work plans by defining tasks, setting deadlines, assigning responsibilities, and procuring resources and oversee successful project execution. Ensure all project documentation is completed and filed/stored in an organized fashion.
2. Analyzes, monitors, and evaluates workforce on a daily and real-time basis.
3. Develops and summarizes key findings for presentation.
4. Provides regular reports to management on workload and workforce.
5. Researches, recommends, and enforces employee schedules to optimize contact center performance - which may include timecard management.
6. Researches, recommends, and implements contact center technology and process improvements to reduce overall costs and inefficiencies.
7. Meets contact center financial objectives by tracking and estimating expenses and forecasting expenditures (i.e., capacity planning, etc.,).
8. Creates schedules with goals of optimizing queue coverage to meet organizational need and employee satisfaction - which may cover distinct sites and departments, multiple region and time zones, and unique channels.
9. Exercises creativity and flexibility by determining the appropriate combination of knowledge, skills, tools and techniques for assigned projects.
10. Assists with creating department policies and procedures to support workflow processes.
11. Upholds customer confidence by maintaining information in a confidential manner.
Requirements:

E xperience:
• Required: Minimum of 3 years' experience working in a call center environment.
• Preferred: Technical and reporting expertise a plus, including UX Design, SQL/Python/Java coding, Power BI.

Education:
• Required: High School Diploma or GED. Bachelor's degree or four years additional experience in lieu of education.

Training:
• Required: None
• Preferred: certification in Lean Six Sigma, PMP/CAPM certification, or Agile/Scrum methodologies.

Specialized Skills:
• Required:

• Knowledge Process improvement and project management techniques
• Computer Skills: Word, Excel, Microsoft Outlook
• Ability to communicate positively, professionally and effectively with others; provide leadership, teach and collaborate with others.
• Effective written and oral communication skills; ability to establish and maintain a constructive relationship with diverse members, management, employees and vendors;
• Mathematical Skills: Ability to perform mathematical calculations and calculate simple statistics correctly
• Reasoning Skills: Ability to prioritize multiple tasks; advanced problem-solving; ability to use advanced reasoning to define problems, collect data, establish facts, draw valid conclusions, and design, implement and manage appropriate resolution.
• Problem-Solving Skills: Effective problem solving, organizational and time management skills and ability to work in a fast-paced environment.
• Report Analysis Skills: Comprehend and analyze statistical reports.

Licensure:
• Required: None
• Preferred: PMP

Other:

*Please not: The hours for this role are M-F 8:00am-5:00 PM PST zone. Some weekends and holidays may be required based on business need

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Pay Range: $64,384.00 - $96,577.00

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health's talent acquisition team, please email careers@ahcusa.com.