At Collective Health, we’re transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology, compassionate service, and world-class user experience design.
Workforce Operations is seeking a skilled and detail-oriented Sr WFO Analyst to join our team. As the Sr WFO Analyst, you will be responsible for collaborating with site leadership on workforce management needs, provide actionable business insights, and analyze customer experience (CX) workload drivers. Your expertise will be crucial in identifying trends, addressing fluctuations in workload, conducting short-term forecasting, and making data-driven decisions to enhance productivity and customer satisfaction. The ideal candidate will leverage Looker to build and maintain comprehensive CX reporting to support strong communicative relationships between CX leadership and the greater WFO team.
What you'll do:
- Recommend strategies to optimize workforce deployment based on analysis of workload forecasts and historical data
- Collaborate with cross-functional teams to implement best practices for workforce management
- Partner with greater workforce team to implement and deploy Workforce strategies with CX business partners
- Participate in workforce planning meetings to provide insights for future staffing optimizations
- Make real-time adjustments to staffing schedules, breaks, and activities to address fluctuations in workload and service demands
- Analyze staffing data and metrics to identify trends, potential issues, and areas for improvement
- Provide timely updates to management and stakeholders on real-time workforce performance and potential risks
- Escalate critical workforce issues to appropriate departments and management for immediate action
- Support creation and maintenance of employee schedules to ensure appropriate coverage and efficient resource allocation
- Monitor and adjust schedules to address staffing shortages or surpluses and accommodate changing business needs
- Understand WFO and dashboarding best practices
- Guide scheduling best practices
- Actively work with leadership to optimize schedules across business units
- Additional project work as assigned
To be successful in this role, you'll need:
Autonomy / Ownership
- Ability to independently develop WFO dashboards and reporting to support business needs
- Ability to independently execute on WFO strategy
- Execution of workforce strategies with guidance from WFO Leadership
Leadership / Influence
- Partner with site leaders to assess and address workforce management needs.
- Facilitate communication between leadership and workforce management teams to ensure alignment on staffing strategies and operational goals.
- Work closely with business managers and TLs to inform and influence team performance
- Ability to work with ICs and influence them to better perform
Communication
- Comfortable fielding questions from business leaders
- Ability to establish trust with Team Leads and Managers in supported lines of business
- Good verbal and written communication skills
- Ability to lead operational performance huddles with a wide range of CX leaders
- Lead Operational performance huddles
- Regularly followup and communicate with ICs with ability to deliver hard message
Pay Transparency Statement
This is a hybrid position based out of our Plano office, with the expectation of being in office at least three weekdays per week. #LI-hybrid
The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/benefits/.
Why Join Us?
- Mission-driven culture that values innovation, collaboration, and a commitment to excellence in healthcare
- Impactful projects that shape the future of our organization
- Opportunities for professional development through internal mobility opportunities, mentorship programs, and courses tailored to your interests
- Flexible work arrangements and a supportive work-life balance
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact [email protected].
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