Remote-Senior Workforce Management Analyst

Job Overview Alignment Health is dedicated to serving seniors and those in need of comprehensive care. As a Remote Senior Analyst, Workforce Analytics, you will drive data‑driven insights and advanced reporting to support our contact center’s 24/7/365 operations, serving approximately 300 agents and 250,000 members. Your analytical expertise will translate complex data from telephony, CRM, WFM, and compliance systems into actionable intelligence, enabling leadership to meet service excellence, regulatory compliance, and member experience goals. Job Duties & Responsibilities Develop, maintain, and continuously improve daily, weekly, and intraday performance reports, covering service level, AHT, adherence, abandonment, and occupancy metrics. Design and deliver executive‑ready dashboards and operational summaries, providing near real‑time visibility into performance against KPIs and CMS expectations. Conduct advanced analysis of contact drivers (benefits, enrollment, claims, billing) to uncover trends, root causes, and improvement opportunities for member experience and operational efficiency. Create and maintain ad hoc and recurring analytical models to support decision‑making, workforce planning, and transformation initiatives aligned with the Caring Connections mission. Partner with Data Engineering and Data Science teams to design and deploy scalable, automated analytic solutions and optimize data pipelines. Validate and ensure data accuracy and integrity across telephony (ACD), CRM, Payroll, and WFM platforms. Automate reporting processes to reduce manual effort, increase consistency, and accelerate decision cycles. Monitor and report on KPIs related to member experience, operational performance, and regulatory compliance. Ensure all reporting aligns with CMS guidelines, HIPAA standards, and internal compliance requirements. Support internal and external audit requests, providing call handling metrics, timeliness, accessibility, and regulatory performance data. During the Annual Enrollment Period (AEP), provide intraday reporting, track emerging volume trends, identify early warning signals, and recommend staffing and vendor adjustments. Deliver end‑of‑day executive summaries comparing performance against CMS expectations. Job Requirements Experience: 5+ years in contact center analytics, reporting, or workforce management within healthcare or a highly regulated industry; experience translating operational data into executive insights and supporting CMS‑regulated environments. Skills: Advanced SQL, expert Excel, Power BI or Tableau, Python, contact center platform literacy, and WFM concepts. Ability to work extended hours and weekends during peak enrollment periods. Preferred experience with Medicare Advantage, Part D, Dual Eligible operations, HIPAA data governance, and CMS call center standards. Education: Bachelor’s degree in Data Analytics, Business Intelligence, Information Systems, Healthcare Administration, or equivalent; Master’s degree is preferred. Specialized & Professional Skills Data storytelling: translate complex data into clear, compelling narratives for all audience levels. Proactive problem identification and independent solutioning in high‑pressure environments. High attention to detail with a compliance‑first mindset. Strong written and verbal communication skills across technical and non‑technical stakeholders. Essential Physical Functions Regularly required: stand, walk, sit, use hands, lift up to 10 pounds, and use vision to focus. Pay Range $77,905.00 – $116,858.00, based on location, education, responsibilities, and experience. Equal Opportunity Statement Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation. Disclaimer Beware of recruitment phishing scams affecting Alignment Health. We will never ask for a credit card, send a check, or request payment as part of the hiring process. If you suspect a scam, report it to the Federal Trade Commission at . For verification of legitimate emails from our talent acquisition team, email View email address on click.appcast.io. #J-18808-Ljbffr