Workforce Management Analyst

Summary

Join Cohere Health as a Workforce Management Analyst and contribute to optimizing service operations. You will create and maintain systems for notifying leadership of staffing inefficiencies, project staffing requirements, and partner with leaders to track various hours. Daily responsibilities include reviewing trends with call center management, recommending time off scheduling, and analyzing performance metrics. You will also analyze historical data, improve processes, identify risks and opportunities, and develop presentations for leadership. This role requires advanced Excel skills, data management expertise, and experience in productivity metrics. The position offers a fully remote opportunity with benefits including health insurance, 401k, paid time off, and parental leave.

Requirements

• Advanced level of proficiency in Microsoft Excel or Google Sheet
• 2-3 years of experience developing custom spreadsheet models
• Excellent data management skills
• Ability to create advanced visualizations using Microsoft Excel or Google Sheet
• Ability to to define and track Key Performance Indicators (KPI) and various business metrics
• 1-2 years of experience measuring productivity and other performance related metrics
• Ability to identify shifting trends, outliers, risks and opportunities based on historical datasets
• Knowledge of data forecasting concepts
• Ability to calculate required production hours and make staffing recommendations
• Excellent communication skills both written and oral
• Flexibility and agility, works well in ambiguous situations, clear understanding of an early stage startup environment
• Ability to work cross functionally across remote teams
• Intellectual curiosity with a strong desire to understand a problem and work it to a viable solution
• Thrive in a fast paced, self directed environment
• Highly organized
• Proficient in developing presentations that tell a complete story
• Passionate about continuous process improvement, always actively seeking out practical solutions to challenging business problems
• You understand that this position is very fluid and the term “not my job” doesn’t exist

Responsibilities

• Create and maintain a system to notify leadership of staffing inefficiencies or variance to plan impacts promptly to expedite appropriate actions
• Project staffing level requirements by activity to optimize service levels
• Partner with leaders across Service Operations to track and plan required meeting, training, project, and other non-production related hours
• Conduct daily meetings with call center management to review trends and impact analysis on performance and service level
• Recommend and manage voluntary time off and overtime scheduling when necessary
• Track, analyze function and agent level performance including trends, utilizing data and reports from a variety of systems
• Analyze and report historical data and trends
• Aid in development and improvement of processes and procedures
• Assist in the creation of process flows
• Risk remediation and opportunity identification with strong emphasis on solutions
• Develop high quality decks and presentation materials for presentation to leadership on an as needed basis

Preferred Qualifications

• BA/BS Degree in Business Administration, Computer Science, or Mathematics
• Experience with both Call Center and Back Office planning and metrics
• Healthcare Experience a plus
• Some familiarity with Salesforce

Benefits

• Fully remote opportunity with about 10% travel
• Medical, dental, vision, life, disability insurance, and Employee Assistance Program
• 401K retirement plan with company match; flexible spending and health savings account
• Up to 184 hours (23 days) of PTO per year + company holidays
• Up to 14 weeks of paid parental leave
• Pet insurance