Senior Workforce Management Analyst
Location
United States
Posted
9 days ago
Salary
$77.9K - $116.9K / year
Seniority
Senior
Job Description
Senior Workforce Management Analyst
Alignment Health
• Develop, maintain, and continuously improve daily, weekly, and intraday performance reports for contact center operations, including service level, AHT, adherence, abandonment, and occupancy metrics. • Design and deliver executive-ready dashboards and operational summaries, providing leadership with near real-time visibility into performance against KPIs and CMS expectations. • Conduct advanced analysis of contact drivers (e.g., benefits, enrollment, claims, billing) to identify trends, root causes, and opportunities to improve member experience and operational efficiency. • Build and maintain ad hoc and recurring analytical models to support operational decision-making, workforce planning, and transformation initiatives aligned with Caring Connections. • Partner with Data Engineering and Data Science teams to design and deploy scalable, automated analytic solutions and optimize data pipelines. • Validate and ensure data accuracy and integrity across telephony (ACD), CRM, Payroll, and WFM platforms. • Automate reporting processes to reduce manual effort, increase consistency, and enable faster decision cycles. • Monitor and report on KPIs tied to member experience, operational performance, and regulatory compliance.
Job Requirements
- 5+ years of progressively responsible experience in contact center analytics, reporting, or workforce management
- Demonstrated experience translating complex operational data into actionable insights and executive-level reporting
- Experience supporting CMS-regulated environments with performance reporting, compliance documentation, and audit readiness
- Experience designing and maintaining BI dashboards (Power BI, Tableau, or equivalent) for operational or executive audiences
- Demonstrated ability to work cross-functionally with Data Engineering, Data Science, or IT to build scalable analytic solutions
- Ability to work extended hours and weekends during AEP and peak enrollment periods.
- Familiarity with HIPAA data governance and PHI handling requirements
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
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