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Sr. Analyst, Workforce Management

Thirty Madison

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United States · Remote

Posted 6+ months ago

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.

About Thirty Madison

Thirty Madison is a family of specialized healthcare brands devoted to creating exceptional outcomes for all. Each of its specialized brands is focused on a specific ongoing condition, and thoughtfully designed to support the unique needs of its community with personalized treatments and care; with Keeps for men's hair loss, Cove for migraine, Facet for skin conditions, and NURX for sexual health. With empathy at the heart of its innovation, its proprietary care model empowers hundreds of thousands of people with ongoing conditions with the accessible, effective treatments across a lifetime of care. In just four years, we’ve built a number of brands and are continuing to grow rapidly, recently raised a $140m Series C, and are backed by some of the best healthcare and consumer investors, including HealthQuest Capital, Mousse Partners, Bracket Capital, Polaris Partners, Johnson & Johnson, Maveron, Northzone, among others.

We are honored to become Great Place to Work certified and be included on BuiltIn's 2021 list of Best Places To Work in New York City, and Best Midsize Companies To Work For. We've also been recognized by Forbes' Best Startup Employers, being named as one of America's Best Places to Work 2022. This recognition is a true testament to our hardworking team and company culture. As we continue to grow, we pride ourselves on finding passionate individuals who truly embody our core values and mission each and every day. Learn more at ThirtyMadison.com.

*This employer participates in E-Verify and will provide the federal government with your I-9 Form information to confirm that you are authorized to work in the U.S.*

Thirty Madison and COVID-19 Management
Our primary goal since the beginning of the pandemic has been to ensure employee safety. Thirty Madison has and will continue to examine and institute solutions according to the CDC’s recommendations and mandates. We have also rolled out several initiatives to help our team successfully navigate the uncertainty associated with COVID-19, including work-from-home office stipends, medical reimbursements, company-wide Refresh days off, and other resources to support a hybrid work environment. Please reach out to your recruiter for additional questions regarding COVID and our workplace policies.

*Please be aware that there are fraudulent entities who are falsely claiming to be or represent Thirty Madison in order to solicit sensitive personal information or payment. Thirty Madison is not in any way associated with these entities or practices. The safety and integrity of those seeking employment with us is of the utmost importance and we actively work with our legal and security teams to prevent future incidents.

Thirty Madison will never ask for sensitive information or payment when engaging with job seekers. The entities use many methods to perpetuate these scams, including but not limited to: participating in a text-only interview, using Thirty Madison’s trademarks on their correspondence, or providing you with a seemingly legitimate offer letter. If you suspect you are a victim of this scamming, we encourage you to cease further contact and report the crime to The Federal Trade Commission.