Remote-Senior Workforce Management Analyst

Alignment Healthcare, LLC

Job Overview

Location

Anywhere in the U.S.

Job Type

Full-time

Full Job Description

📋 Description

• Develop, maintain, and continuously improve daily, weekly, and intraday performance reports for a 24/7/365 contact center supporting 300 agents and 250,000 members, tracking KPIs including service level, AHT, adherence, abandonment, and occupancy.
• Design and deliver executive-ready dashboards and operational summaries using Power BI or Tableau to provide leadership with near real-time visibility into contact center performance against CMS expectations and internal KPIs.
• Conduct advanced analysis of contact drivers such as benefits, enrollment, claims, and billing to identify trends, root causes, and opportunities to improve member experience and operational efficiency.
• Build and maintain ad hoc and recurring analytical models to support workforce planning, operational decision-making, and transformation initiatives aligned with Alignment Health’s Caring Connections mission.
• Partner with Data Engineering and Data Science teams to design, deploy, and optimize scalable, automated analytic solutions and data pipelines across telephony, CRM, WFM, and payroll systems.
• Validate and ensure data accuracy and integrity across multiple platforms including ACD/telephony systems, CRM, WFM, and payroll to support compliance and reporting integrity.
• Automate manual reporting processes to reduce effort, increase consistency, and enable faster decision cycles across contact center operations.
• Monitor and report on KPIs tied to member experience, operational performance, and regulatory compliance, ensuring alignment with CMS guidelines, HIPAA standards, and internal audit requirements.
• Support internal and external audit requests by providing accurate, timely data on call handling metrics, timeliness, accessibility, and regulatory performance.
• Provide intraday (hourly or near real-time) reporting during Annual Enrollment Period (AEP) to support rapid operational decisions, including staffing adjustments, overtime, and vendor capacity changes.
• Track and communicate emerging volume trends during AEP linked to marketing campaigns, plan changes, and regulatory updates, identifying early warning signals such as queue backlogs or staffing gaps.
• Deliver end-of-day executive summaries comparing contact center performance against CMS expectations during peak enrollment periods.
• Translate complex operational data into clear, compelling narratives for audiences ranging from frontline staff to Board-level leadership.
• Work extended hours and weekends during AEP and other peak enrollment periods to ensure continuous operational support.
• Maintain a compliance-first mindset with high attention to detail in handling PHI and regulated healthcare data.
• Apply advanced SQL to independently query, validate, join, and analyze large, complex datasets across multiple systems.
• Utilize expert-level Excel skills for complex data modeling, pivot tables, lookups, and reporting automation.
• Apply Python proficiency to automate reporting, build data pipelines, and scale analytical operations beyond manual processes.
• Demonstrate working knowledge of contact center platforms such as Talkdesk, Genesys, NICE, Five9, or AWS Connect, and WFM systems.
• Apply solid understanding of WFM concepts including forecasting, scheduling, schedule adherence, shrinkage, occupancy, service level, ASA, and AHT.
• Communicate effectively with both technical and non-technical stakeholders through strong written and verbal skills.
• Proactively identify problems and independently develop solutions in ambiguous, high-pressure, or time-sensitive environments.

🎯 Requirements

• 5+ years of progressively responsible experience in contact center analytics, reporting, or workforce management, preferably within healthcare, Medicare Advantage, or a highly regulated industry
• Demonstrated experience translating complex operational data into actionable insights and executive-level reporting
• Experience supporting CMS-regulated environments with performance reporting, compliance documentation, and audit readiness
• Advanced proficiency in SQL, expert-level Excel, Power BI or Tableau, and Python proficiency for automation and pipeline building
• Bachelor’s degree in Data Analytics, Business Intelligence, Information Systems, Healthcare Administration, or related field — or equivalent combination of education and 7+ years of demonstrated work experience
• Ability to work extended hours and weekends during AEP and peak enrollment periods

🏖️ Benefits

• Pay range of $77,905.00 - $116,858.00 based on market location, education, responsibilities, and experience
• Remote work opportunity anywhere in the U.S.
• Opportunity to work in a mission-driven organization focused on serving seniors and chronically ill members
• Exposure to high-impact, regulated healthcare operations with direct influence on member experience and compliance outcomes

Skills & Technologies

Python

AWS

Senior

Remote

Degree Required

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Alignment Healthcare, LLC

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About Alignment Healthcare, LLC

Alignment Healthcare is a health insurance company that focuses on providing personalized care for seniors and underserved populations. They operate a value-based care model, aiming to improve health outcomes and reduce costs through integrated care teams, technology, and data analytics. Their services include Medicare Advantage plans, chronic care management, and home-based care. Alignment Healthcare partners with providers and aims to deliver a seamless and high-quality healthcare experience for its members, emphasizing proactive and preventive care to keep individuals healthy and out of the hospital.

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