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.
Schedule: Monday - Friday, 8 AM - 5 PM Pacific Time (Required)
Some weekends and holidays may be required based on business need.

EDUCATION:

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

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.

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.