Sr. Analyst, Workforce Management

Sr. Analyst, Workforce Management 

Here at Thirty Madison we are seeking a Workforce Management (WFM) Sr Analyst to help with scheduling and real time queue management for Service Operations. This integral role within the Workforce Management team assists in the coordination and delivery of resources in meeting primary business targets and directives. This position will require flexibility to work various shifts as needed and will be a partner to the operations team in managing resources in real time.

In this role, you will have the opportunity to improve processes, work cross functionally, and help support growing Platform Operations teams.  You will proactively monitor service levels, efficiency and execute plans that will improve service deficiencies as they relate to volume, average handle time or forecast. Must have knowledge of what is taking place in the business proactively, such as training or any offline activities that may impact the contact centers ability to handle the forecast. Determine an acceptable range, if any, for service levels goals to fluctuate before an action plan is implemented. Above all, you embody the Thirty Madison mission of providing access to healthcare for all who suffer from chronic conditions!

Comp | Perks | Benefits

• The base pay range for this position is $52,000 - $71,500.**
• Competitive Salary + Annual Incentive Plan + Stock Option Package
• Robust and affordable Health, Dental, and Vision plan options
• 401k with a match, commuter benefits, and FSA
• Annual $750 vacation stipend and $500 happiness stipend
• Flexible time off policy
• Career growth opportunities

** Within the range, individual compensation will be determined through a wide variety of factors including but not limited to education, experience, knowledge, and skills. Please note that the compensation range listed reflects the base salary only, and does not include incentive target, equity, or benefits.”

What you get to do every day

• As a WFM Sr Analyst, you’ll partner with senior-level leaders to determine the schedules required to meet the expected service level goals
• Use your strong analytical and communication skills to work with our center partners to achieve operational excellence
• Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments
• Manage non-productive time request process, ensure activities are planned without impacting SLAs
• Review and process scheduling change requests
• Perform ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills
• Identify & escalate technical outages and operational point of contact to triage system; escalates to IT and communicates status to center & leadership
• Serves as a Real-Time Subject Matter Expert (SME) for Zendesk, Tymeshift & WFM systems
• Reallocates agent resources real-time to accommodate different back office projects or other non-phone tasks
• Analyze and interpret contact center performance data and identify opportunity areas; implement action plans to improve performance; document process adjustments and communicate as appropriate
• Ensures provider coverage meets demand and escalates capacity issues
• Perform other duties as required while maintaining confidentiality of department affairs

What you bring to the role

• 3+ years of real time and scheduling Workforce Management experience
• Previous leadership experience
• Knowledge of Alvaria 
• The ability to think critically and a strong desire for process improvement
• Great communication skills and the ability to work cross functionally
• Experience with Google Workspace
• Strong analytical skills
• Excellent verbal and written communication skills

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Thirty Madison we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions. Contact us at