Workforce Analyst
United States (Remote)
Why you should apply for a job to Health-E Commerce:
5/5 in overall job satisfaction
5/5 in supportive management
100% say women are treated fairly and equally to men
100% would recommend this company to other women
67% say the CEO supports gender diversity
Generous PTO package, major holiday closures, and Summer Fridays
Health-E Commerce has an employee led recognition program to recognize day to day achievements, both big and small.
Holistic benefits: mental health support, work-from-home subsidies, wellness reimbursement, certification support & leadership coaching.
#Commerce_FGB-8398890002
Position summary
heduling & Intraday Management**
- Build and maintain agent schedules aligned to forecasted demand and operational constraints
- Monitor real-time performance and make intraday adjustments (OT, VTO, schedule changes, skill rebalancing)
- Partner with supervisors and BPO teams to address adherence, attendance, and schedule compliance
- Support surge planning, holidays, product launches, and peak seasons
Reporting & Analytics
- Produce regular WFM reports covering service levels, staffing vs demand, occupancy, shrinkage, and adherence
- Analyze performance drivers impacting SLA, abandon rate, ASA, and customer experience
- Provide actionable insights and recommendations to leadership
- Support with reporting and business cases related to staffing, cost, and efficiency
- Work closely with BPO partners to align forecasts, staffing plans, and performance expectations
- Support new channel launches, pilot programs, and operational changes with workforce modeling
What you'll need:
- Minimum of 2-5 years of Workforce Management or analytics experience in a call center or contact center environment
- Strong understanding of call center metrics (SLA, ASA, AHT, occupancy, shrinkage, adherence)
- Advanced Excel skills (pivot tables, formulas, modeling)
- Experience forecasting and scheduling for multi-skill, multi-channel environments
- Strong analytical, problem-solving, and communication skills
- Experience working with BPO vendors or outsourced contact centers
- Familiarity with WFM tools (NICE, Verint, Calabrio, Playvox, Assembled, or similar)
- Experience supporting seasonal or high-growth environments
- Exposure to Zendesk, Salesforce, or similar CX platforms
- Ability to present data clearly to senior leadership
Compensation, Benefits, & Additional Details:
Health-E Commerce's compensation philosophy is grounded in market data and internal equity to ensure fairness and consistency across the team. Individuals new to the company should generally expect offers to fall between the entry point and midpoint of the salary range. Our goal is to provide an offer that supports growth potential within the role and allows for future salary progression.
- Compensation: $28-33.50 / hr.
- Discretionary Annual Bonus Eligibility: Up to 10%
- Medical, Dental, Vision, and 401K with a company match
- Dependent Care, FSA & HSA accounts
- Paid Parental & Bonding Leave
- PTO & office closure on all major holidays
- Monthly wellness & internet reimbursements
- Professional development including certification support & leadership coaching
- Mental Health resources
- 100% remote within the United States
- Must be able to work EST hours
Why you should apply for a job to Health-E Commerce:
5/5 in overall job satisfaction
5/5 in supportive management
100% say women are treated fairly and equally to men
100% would recommend this company to other women
67% say the CEO supports gender diversity
Generous PTO package, major holiday closures, and Summer Fridays
Health-E Commerce has an employee led recognition program to recognize day to day achievements, both big and small.
Holistic benefits: mental health support, work-from-home subsidies, wellness reimbursement, certification support & leadership coaching.