Workforce Management Analyst

Workforce Management Analyst

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. It is the sole corporate member of SCAN Health Plan, one of the nation’s leading not-for-profit Medicare Advantage plans, serving more than 277,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission‑driven organization for more than 45 years, known throughout the healthcare industry as a leading expert in senior healthcare.

• Workforce Planning & Forecasting: Build and maintain volume forecasts and staffing models using historical data, seasonality trends, and input from business stakeholders; align resource plans with marketing campaigns, sales goals, and enrollment timelines; assist with capacity planning to support hiring and training decisions.
• Scheduling & Staffing Optimization: Create agent schedules to meet service level goals while optimizing labor efficiency; monitor adherence, manage real‑time staffing adjustments, and support time‑off planning.
• Real‑Time & Intraday Management: Oversee real‑time queues and system performance, responding quickly to service disruptions; communicate intraday adjustments and impacts to leadership and team leads.
• Reporting & Performance Analysis: Deliver actionable reports on staffing, service levels, productivity, and forecast accuracy; identify trends, gaps, and recommend improvements; track and meet annual budget requirements.
• Systems & Tools: Utilize WFM software such as NICE, Verint, Genesys for scheduling, monitoring, and reporting; collaborate with IT or vendors to resolve system issues and optimize tool functionality.
• Collaboration & Support: Act as the centralized WFM resource across Telesales and Sales Support functions; partner with Sales, Marketing, and Operations to support shared goals and seasonal readiness; actively support SCAN’s Vision and Goals.

• Bachelor’s Degree in Business, Operations, Statistics, or related field preferred; or equivalent experience.
• Certified Workforce Planning Professional, Six Sigma, or PMP a plus.
• 2–4 years in workforce management, contact center support, or sales operations, ideally in a Medicare Advantage or healthcare setting.
• Proficiency in WFM tools such as Genesys, NICE, Verint, Calabrio and strong Excel skills (pivot tables, formulas).
• Familiarity with Salesforce, Five9, Genesys Cloud or similar platforms is a plus.
• Strong forecasting, capacity planning, and real‑time monitoring capabilities; ability to interpret data, identify issues, and recommend actionable improvements.
• Excellent communication skills with the ability to explain data insights to diverse stakeholders.
• Collaborative, organized, and adaptable in a fast‑paced, high‑volume environment.

• Base Pay Range: $25.38 to $32 per hour.
• Work mode:
  Mostly Remote.
• An annual employee bonus program.
• Robust wellness program.
• Generous paid‑time‑off (PTO) along with 11 paid holidays per year, 1 floating holiday, birthday off and 2 volunteer days.
• Excellent 401(k) retirement saving plan with employer match.
• Robust employee recognition program.
• Tuition reimbursement.

SCAN is proud to be an Equal Employment Opportunity and affirmative action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex, sexual orientation, gender identity, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information (41 CFR 60‑1.35(c)).