Job description
Opportunity Overview:
The Workforce Management Analyst position is a crucial role in our organization as business needs change quickly — in this role you are responsible for performing a full range of activities that will positively impact the organization and contribute to guiding the service operations delivery model.
This position is a business support role, you will be tasked with operationalizing daily task functions within our service operations such as daily workflows (volume, production, headcount, scheduling, etc), interval reporting, variance tracking, and queue management for both internal departments as well as vendor relationships. You will be responsible for providing key insights into leading indicators of business performance – as well as through analytics, explaining how processes and services could be optimized. The BP Analyst will provide key operational support by managing daily work queues and assisting in trend analysis. You may be asked to champion niche projects and then take on a completely unfamiliar challenge a couple months later. This position is always evolving. We encourage you to be authentic and think about how your strengths and interests align with our mission. You will need to be an agile thinker and able to work in an environment that is in flux. This is a position that offers the ability to make a substantive mark on the organization/operations structure of an up and coming company with exponential growth opportunity.
What you’ll do:
- Create and maintain a system to notify leadership of staffing inefficiencies or variance to plan impacts promptly to expedite appropriate actions
- Project staffing level requirements by activity to optimize service levels
- Partner with leaders across Service Operations to track and plan required meeting, training, project, and other non-production related hours
- Conduct daily meetings with call center management to review trends and impact analysis on performance and service level
- Recommend and manage voluntary time off and overtime scheduling when necessary
- Track, analyze function and agent level performance including trends, utilizing data and reports from a variety of systems
- Analyze and report historical data and trends
- Aid in development and improvement of processes and procedures
- Assist in the creation of process flows
- Risk remediation and opportunity identification with strong emphasis on solutions
- Develop high quality decks and presentation materials for presentation to leadership on an as needed basis
What you’ll need:
- Advanced level of proficiency in Microsoft Excel or Google Sheet
- 2-3 years of experience developing custom spreadsheet models
- Excellent data management skills
- Ability to create advanced visualizations using Microsoft Excel or Google Sheet
- Ability to to define and track Key Performance Indicators (KPI) and various business metrics
- 1-2 years of experience measuring productivity and other performance related metrics
- Ability to identify shifting trends, outliers, risks and opportunities based on historical datasets
- Knowledge of data forecasting concepts
- Ability to calculate required production hours and make staffing recommendations
- Excellent communication skills both written and oral
- Flexibility and agility, works well in ambiguous situations, clear understanding of an early stage startup environment
- Ability to work cross functionally across remote teams
- Intellectual curiosity with a strong desire to understand a problem and work it to a viable solution
- Thrive in a fast paced, self directed environment
- Highly organized
- Proficient in developing presentations that tell a complete story
- Passionate about continuous process improvement, always actively seeking out practical solutions to challenging business problems
- You understand that this position is very fluid and the term “not my job” doesn’t exist
Preferred:
- BA/BS Degree in Business Administration, Computer Science, or Mathematics
- Experience with both Call Center and Back Office planning and metrics
- Healthcare Experience a plus
- Some familiarity with Salesforce
Pay & Perks:
💻 Fully remote opportunity with about 10% travel
🩺 Medical, dental, vision, life, disability insurance, and Employee Assistance Program
📈 401K retirement plan with company match; flexible spending and health savings account
🏝️ Up to 184 hours (23 days) of PTO per year + company holidays
👶 Up to 14 weeks of paid parental leave
🐶 Pet insurance
The salary range for this position is $50,000 to $60,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.
Interview Process*:
- Connect with Talent Acquisition for a Preliminary Phone Screening
- Take Home Exercise
- Meet your Hiring Manager!
- Behavioral Interview(s)
*Subject to change
About Cohere Health:
Cohere Health is a fast-growing clinical intelligence company that’s improving lives at scale by promoting the best patient-specific care options, using cutting-edge AI combined with deep clinical expertise. In only four years our solutions have been adopted by health plans covering over 15 million lives, while our revenues and company size have quadrupled. That growth combined with capital raises totaling $106M positions us extremely well for continued success. Our awards include: 2023 and 2024 BuiltIn Best Place to Work; Top 5 LinkedIn™ Startup; TripleTree iAward; multiple KLAS Research Points of Light awards, along with recognition on Fierce Healthcare’s Fierce 15 and CB Insights’ Digital Health 150 lists.
The Coherenauts, as we call ourselves, who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.
We can’t wait to learn more about you and meet you at Cohere Health!
Equal Opportunity Statement:
Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all. To us, it’s personal.
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