Workforce Analyst

Description

Company: The mission of Well ( is to transform healthcare through our unique impact to our members' health and happiness. We do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior change. Our product -- a consumer health engagement platform -- integrates concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve the health of members. In addition to our product, we know our team makes us unique. We're a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees. We promote an employee- and member-centric culture with generous benefits, which you can learn more about here:

Position Title: Workforce Analyst

Reports to: Workforce Planning and Optimization Manager

Location: Chapel Hill, NC


Salary Range: $24.66/hour ($51,300 annualized), plus bonus and benefits

Position Summary :

We're looking for a collaborative and high performing individual to support the Workforce Planning and Optimization Manager and the entire Member Service Center in the areas of workforce support and reporting.

The role of Well's Member Services team is to create frictionless experiences for our members and help them achieve their best health. Our members are at the core of everything we do. Our offices may resemble a contact center, but we are so much more than that! We are seeking to forge sustained relationships with our members by serving them with empathy, and we are looking for team members who are excited to join our efforts to pursue this goal! The primary member-facing role (contact center "agent") is the Well Guide, who answers questions related to medical benefits, coaches our members to set and obtain their health goals, and helps them navigate the healthcare system.

Key Responsibilities:

WorkForce Planning and Support:

• Partner with Member Services Leadership to manage daily shift schedules for the entire Service Center team, monitoring all unplanned absences and adherence to planned schedules.
• Monitor schedule adherence issues within the Member Services team and provide weekly reports on areas needing improvement.
• Track Genesys status adherence compliance and report weekly on areas needing improvement.

Reporting:

• Update and Maintain the daily and weekly call and chat forecasting across all clients, continuously monitoring and improving forecast accuracy based observed response rates and historical data
• Develop, maintain and update dashboards in Looker Studio for Members Services leadership to inform on key performance metrics, including capacity, occupancy, and utilization
• Work closely with operations and PEP to align on the volume of proactive engagements that can be sent each day based on current and forecasted capacity
• Capture and track operational performance data daily, generating ad hoc reports as needed for Service Center support.
• Support utilization tracking by maintaining the shrinkage and status reports that includes, but is not limited to, tracking PTO, trainings, and meetings daily for each Member Services team member
• In collaboration with Operations Lead, maintain and update cross-functional reports and dashboards, including internal reports and client-facing reports.
• Contribute to standardizing and documenting data definitions.
• Perform audits of existing reports, as needed, to ensure the highest standards of accuracy are maintained
• Support the team's data-driven mission by creating visually compelling reports with actionable insights for continuous improvement.
• Assist with data pulls for outbound engagement initiatives.
• Collaborate with the Member Services Director to enhance operational reporting, automation, and visibility across the department.

Requirements

• 3-5 years of experience in an analytical role supporting workforce function or related areas where using data was required.
• Familiarity with Excel (data management, basic analysis), Salesforce, and Genesys reporting.
• Familiarity with data visualization and tools like Looker
• Familiarity with WFM tools like Nice or Genesys
• Exceptional written, verbal, and analytical skills; able to explain concepts.
• Problem-solving and prioritization skills.
• Able to work independently and as part of a team.
• Ensures relevant operations performance data is captured and tracked.
• analytical and customer orientation skills.
• Experience with or interest in learning: SQL/querying languages, relational databases, advanced Excel, statistical analysis tools, Salesforce/Genesys reporting, and data visualization tools (e.g., Looker).