Job description
The Analyst, Workforce Planning will provide critical support in analyzing, developing, and maintaining reporting and performance dashboards across the contact center. This role will focus on building accurate, scalable reports, conducting trend analysis, and providing actionable insights to drive operational improvements.
Primary Duties:
- Generate and maintain performance reports and dashboards (daily, weekly, monthly) to track key metrics across the contact center.
- Analyze performance trends and provide actionable insights to improve efficiency and outcomes.
- Build/maintain custom and ad-hoc reports tailored to specific business needs
- Collect and integrate data from systems such as Five9, RingCentral, Tableau, and Snowflake.
- Perform data validation and ensure accuracy, consistency, and reliability across all reporting.
- Partner with stakeholders to understand reporting requirements and optimize reporting outputs.
- Support pilot reporting for new initiatives and process improvements.
- Assist in documenting reporting processes, standards, and data definitions to support consistency across teams.
- Provide end-user support for reporting tools, including troubleshooting issues and assisting with data access questions.
- Identify opportunities to automate manual reporting processes and improve efficiency through better use of tools and data pipelines.
- Other duties as assigned
Minimum Qualifications:
- Bachelor’s Degree or equivalent experience
- 2-4 years workforce planning experience in a call center environment
- Experience working with call center or operational data (Five9 preferred)
- Strong experience working with data in Excel and BI tools (Tableau or similar)
- Familiarity with data warehouse platforms (Snowflake preferred)
- Ability to build accurate reports and dashboards with attention to detail
- Strong written and verbal communication skills; Ability to translate data into meaningful business outcomes.
- Strong analytical and problem-solving skills with ability to spot trends and anomalies
- Ability to manage multiple reporting tasks in a fast-paced environment
Preferred Qualifications:
- Experience automating reports and streamlining manual processes.
- Strong SQL or database querying skills.
- Exposure to healthcare, compliance-driven, or multi-site contact center operations.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we’ve become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you’re eager to join a collaborative, inclusive and remote-first culture - you’ve come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.
Privacy Policy: By applying for this job, you agree to Aledade’s Applicant Privacy Policy available at https://www.aledade.com/privacy-policy-applicants
