Source Job

The Workforce Management Analyst is responsible for optimizing staffing levels, forecasting call volumes and ensuring excellent service delivery across customer support channels. The person will monitor adherence to schedules and service level performance across all queues. The person will generate reports on key performance indicators including service levels and forecast accuracy.

Bestow is a leading vertical technology platform serving some of the largest and most innovative life insurers, helping carriers launch products quickly.

• Develop long-term capacity plans based on growth forecasts and seasonality.
• Oversee scheduling policies and agent preferences to balance efficiency and morale.
• Track and report key metrics related to forecast accuracy and service level.

Topstep is an engaging working environment which ranges from fully remote to hybrid, offering a culture of collaboration with cameras on during meetings.

• Build and maintain accurate volume forecasts using historical data.
• Translate forecasts into hourly and daily staffing requirements.
• Develop and maintain WFM dashboards and reports tracking key metrics.

Solace is a healthcare advocacy marketplace that connects patients and families to experts who help them understand and take charge of their personal health. It is are a Series B startup, founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, and Signalfire.

Monitor customer contact employee's schedule adherence, staffing levels, and agent productivity. Accurately enters exceptions and time-off requests into the scheduling system. Produces or generates reports regarding contact center metrics such as service level, shrinkage, and AHT.

Life at Telvista is pretty awesome! We have a mission to bring our employees the inspiration to create a life they love.

• Develops, enhances, implements and supports reporting capabilities to identify, track and analyze key business drivers.
• Serves as subject matter expert for reporting and workforce management processes, ensuring best practices are implemented across the organization.
• Proactive and independent management of accountabilities collaborating with leadership to optimize operations.

UnityPoint Health is committed to their team members and has been recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare. They champion a culture of belonging where everyone feels valued and respected, and believe equipping you with support and development opportunities.

• Manage call volume, daily attendance, and program break schedules.
• Assist in creating metrics and targets to meet service level expectations.
• Analyze and improve processes and results in collaboration with the leadership team.

Sezzle is a cutting-edge fintech company dedicated to financially empowering the next generation through a payment platform that offers interest-free installment plans.

• Own the operational infrastructure, continuously improving all workforce systems and quality standards.
• Implement and maintain scheduling systems to ensure optimal coverage across all support channels.
• Drive the creation and maintenance of support documentation, knowledge bases, and standard operating procedures.

CopilotIQ + Biofourmis is transforming in-home care with the industry's first AI-driven platform that supports individuals through every stage of their health journey. They are helping people live healthier, longer lives by bringing personalized, proactive care directly into their homes.

Analyze core metrics to identify risks and opportunities. Own the creation and maintenance of executive-level dashboards. Provide data-driven insights to support annual and quarterly GTM initiatives.

WorkWave provides creative, innovative best-in-class solutions that directly contribute to the success of our customers.

• Own forecasting of inbound volume to Care Support, broken down by channel and request category.
• Develop and manage dynamic workforce management models to balance member and provider satisfaction, while enabling scenario analysis.
• Translate complex analytics into actionable insights to drive operational efficiency and resourcing decisions.

Spring Health is on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it.