Senior Analyst, Workforce Management

Workforce Management (WFM) Business Planning Senior Analyst

It’s Time For A Change…Your Future Evolves Here

Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered.  Our pursuit of this mission is the driving force that brings us to work each day.  We believe in embracing new ideas, challenging ourselves and failing forward.  We respect and celebrate individual talents and team wins.  We have fun while working hard and Evolenteers often make a difference working in everything from scrubs to jeans.

Are we growing? Absolutely and Globally.  In 2021 we grew our teams by almost 50% and continue to grow even more in 2022.  Are we recognized as a company you are supported by for your career and growth, and a great place to work?  Definitely.  Evolent Health International (Pune, India) has been certified as “Great Places to Work” in 2021.  In 2020 and 2021 Evolent in the U.S. was both named Best Company for Women to Advance list by Parity.org and earned a perfect score on the Human Rights Campaign (HRC) Foundation’s Corporate Equality Index (CEI). This index is the nation’s foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ+ workplace equality.

We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day.  If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission.  Join a mission with a company behind it.

What You’ll Be Doing:

• Compile, analyze, review, forecast, and trend complex data regarding workforce management, forecasting for operations and global expansion, productivity and budget
• Partners with Global WFM team on call center WFM analysis, having line of sight into all outputs to the clinical team.
• Present analysis and interpretation for operational and business review and planning
• Support short and long term operational / strategic business activities through analysis
• Develop recommended business solutions through research and analysis of data and business process and implement when appropriate
• Support ad hoc operational/strategic business activities through analysis and reporting
• Review and report on key operational metrics
• Demonstrate ability to understand how planning/forecasting staffing requirements translate to the creation of adequate staff and real-time management to support multi-client operations.
• Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
• Run weekly production meeting across management team to ensure adequate staffing is being met or mitigation strategies are implemented
• Recommend action plans to maintain healthy SLAs and Productivity across all teams
• Build and maintain strong relationships with key stakeholders from all teams to ensure objectives are met
• Produces staffing forecasts on a daily, weekly, monthly, and annual basis for operations.
• Ensures staff forecasting is in alignment with set KPI model and budget model
• Generates short and long-term staffing models including “what if “ scenarios based on service level goals and provide recommendations based on KPI analysis.
• Compares results to forecast and identify opportunities for improvement.
• Prepares staffing data to support annual budget process
• Perform other job-related work as assigned

Required Experience:

• 5+ years of Workforce Management (WFM) experience supporting Call Centers or Back Office (investigation/transactional) operations
• 3+ years of experience with long range capacity/FTE planning, financial modeling and complex data analysis
• 3+ years of experience handling complex operations and financial issues that may have divisional or companywide scope
• Intermediate to advanced level of proficiency with PC based software programs and automated database management systems (Excel and PowerPoint)
• Excellent written and oral communication skills
• Strong critical thinking, analytical, research and organizational skills
• Ability to work remotely and independently
• Experience with querying large databases
• SQL and/or experience

Preferred Experience We Look Ffor:

• Bachelor’s degree in Business, Economics, Finance, Mathematics or a related field
• Experience in the Healthcare industry
• Experience with Workforce Management (WFM) software including NICE and Sapience
• Analytical and critical thinking skills to identify trends and influence business decisions

Technical requirements:

During the current pandemic Evolent employees are working remotely from home. As such we require that all employees have the following technical capability at their home: High speed internet over 10 MBPS and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.

Apply Here