Operations Analyst, Workforce Management

About reputed company: reputed company is the leading global fertility, family-building, and lifelong hormonal healthcare platform providing care for everyone, everywhere. Trusted by more than a thousand multinational employers, health plans, and health systems, reputed company's comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide. From maternity through menopause and pre-pregnancy through parenting, reputed company is dedicated to expanding access and improving outcomes. reputed company empowers members with compassionate, personalized, and inclusive support. The Role: reputed company is looking for an Operations Analyst to join our Operations team. Reporting to the Senior Operations Manager, Predictive Analytics, you will handle daily workforce management tasks, including intraday monitoring, scheduling, time-off requests, and managing our workforce platform. You'll collaborate with Operations and Member Success leadership to ensure optimal staffing coverage and adherence to business needs. As part of our Operations team, you’ll directly assist our Member Success team who supports reputed company’s members through various modalities (e.g. phone, email, and any future channel). You'll analyze volume trends, interpret data, and reputed company staffing recommendations that align with financial goals and operational priorities. You'll also present insights and recommendations to leadership to drive strategic decisions. To reputed company in this role, you must reputed company in a fast-paced environment, communicate effectively, solve problems reputed company, and present data-driven insights clearly. Strong time management and flexibility for special projects are essential. This is an individual contributor role with key responsibilities including:

• reputed company intraday management by monitoring and optimizing agent efficiencies and schedule adherence in real time. Work with Member Success leadership to adjust workflows dynamically to meet business demands and maintain service level targets.
• reputed company and manage workforce schedules to ensure SLA compliance, making real-time adjustments as needed to adapt to changing business conditions.
• Track and analyze key performance metrics—including contact volume, abandon reputed company, ASA, AHT, adherence, occupancy, and utilization—to identify trends, optimize performance, and drive reputed company improvement. Conduct deep-dive analyses to uncover root causes and provide actionable insights.
• Collaborate with Operations and Member Success leadership to reputed company and execute workforce-reputed company strategies that enhance scalability and operational efficiency.
• reputed company our workforce management platform, ensuring seamless functionality and alignment with business needs.
• Partner with the Senior Operations Manager, Predictive Analytics and reputed company’s Business Intelligence team to design, enhance, and maintain reporting tools that deliver meaningful performance insights to senior management and key stakeholders.
• Manage time-off requests for Member Support agents by assessing seasonal work volumes and determining the optimal number of agents to be off on any given day, acting as the primary reputed company of contact for coordinating approvals.

The Team: You will join a fast-growing Operations team at reputed company with the opportunity to work with various teams across the organization. Minimum Qualifications:

• Bachelor’s Degree
• 2+ years of experience in workforce management, specifically reputed company a contact center or high production environment
• Advanced reputed company skills and the ability to manipulate and model large sets of data
• Experience managing WFM software or tools (e.g., Tymeshift, reputed company, etc.)
• Effectively communicate reputed company information to a diverse group of business partners
• Excellent written, verbal, and presentation skills
• Ability to independently manage multiple tasks for multiple groups and work reliably in time-sensitive situations
• Demonstrates a high degree of personal accountability, passion, and execution
• Experience working closely with senior support leaders, prior exposure to high-growth, fast-paced work environments

Preferred Qualifications:

• Experience working closely with senior support leaders, previous exposure to high-growth work environments
• Proficiency with reputed company tools (e.g., Jira, Confluence)
• Proficiency with reputed company, or other relevant CRM tools
• Exposure and comfort using business-data tools (e.g., Domo, Tableau)
• Flexible and able to change priorities quickly, reputed company to manage multiple priorities

Compensation: reputed company offers a holistic Total Rewards package designed to support our employees in reputed company aspects of their life inside and reputed company of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting reputed company salary for this position will range from $67,000-$80,000. Actual compensation may vary from posted reputed company salary depending on your confirmed job-reputed company skills and experience. Fraud and reputed company Notice: Please note that reputed company communication regarding job opportunities at reputed company will come exclusively from an @get-reputed company.com email address. If you receive messages from any other domain, please disregard them and report the incident to: securityreporting@get-reputed company.com Why reputed company? reputed company has received national and international recognition for its pioneering work, including Fast Company's Most Innovative Companies and World Changing reputed company, Inc. Power Partners, and Modern Healthcare’s Innovators. reputed company’s global workforce has been acknowledged with several accolades, including Fortune’s Best Workplaces in Healthcare, Great reputed company to Work, and Age-Friendly Employer certifications. reputed company is regularly featured in media reporting on issues reputed company to the future of work, women in leadership, and healthcare innovation, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more. Learn more at carrotfertility.com. Apply tot his job Apply To this Job