Workforce Management Analyst

Devoted Health

. Manage the inbound queue for Member Service Guide, Telesales, and inbound and outbound Member Outreach teams using Devoted’s WFM and contact center platforms .

Posted 11/3/2026full-timeRemote • United StatesJunior💰 $58,000 - $82,680 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce management, including real-time monitoring, performance tracking, and resource allocation to optimize contact center operations. Proficient in using WFM software and data analysis to drive improvements and enhance member service delivery.

Highest-signal resume keywords

Workforce Management ExperienceReal-Time MonitoringWFM Software ProficiencyAnalytical SkillsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce ManagementPerformance TrackingStaffing ModelsData AnalysisProblem SolvingScheduling AdjustmentsForecastingResource AllocationTelephony SystemsLooker Explore

Soft Skills

Organizational SkillsProactive AttitudeChange ManagementCollaborationCommunication Skills

Tools & Technologies

WFM SoftwareContact Center PlatformsGoogle SuiteSpreadsheets

Industry Keywords

Member ServiceHealth Plan OperationsInbound Call VolumePerformance ImprovementService Level Metrics

About the role

Key responsibilities & impact

Manage the inbound queue for Member Service Guide, Telesales, and inbound and outbound Member Outreach teams using Devoted’s WFM and contact center platforms
Create standard operating procedures based on forecasted inbound call volume
Coordinate with Health Plan Operations Managers to arrange support based on forecasted volumes
Monitor daily and intraday call volume, average handle time, shrinkage, and other staffing metrics against forecast
Report trends and opportunity areas
Reallocate resources with service leadership to achieve service level and average wait time metrics
Collaborate with leadership teams to recommend performance improvements
Determine overtime and/or schedule adjustment needs
Provide daily performance reports to service leadership
Monitor real-time adherence to scheduling and address concerns as they occur
Establish and maintain relationships with Health Plan Operations and Member Experience teams
Identify improvements in how Devoted serves members and how WFM tools support frontline teams
Partner with Enterprise Technology and IT on improving tools and rolling out new capabilities
Act as subject matter expert on day-to-day WFM tool use
Support other areas of WFM as needed

Requirements

What you’ll need

1-3 years of workforce management or direct operations experience
Experience in real-time monitoring and tracking intraday performance; setting goals and meeting them
Ability to work in a startup environment
Proactive “get it done” attitude
Experience using WFM software platform to manage contact center operations
Strong analytical and troubleshooting/problem solving skills
Strong spreadsheet skills, including developing basic to intermediate staffing models from scratch
Ability to tell the story and drive improvements using data
Comfort with manipulating Looker Explore is a plus
Proven organizational, communication, and change management skills
Track record of success driving action in ambiguous and fast moving environment, identifying opportunities and achieving results with limited resources
Strong oral and written communication skills
Experience with WFM and Telephony systems
Experience with Google Suite, specifically Sheets

Benefits

Comp & perks

Employer sponsored health, dental and vision plan with low or no premium
Generous paid time off
$100 monthly mobile or internet stipend
Stock options for all employees
Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
Parental leave program
401K program