Apply on Employer Site

SCAN · 3 weeks ago

Workforce Management Analyst

United States

Full-time

Remote

Entry, Mid Level

$25.38/hr - $32/hr

2+ years exp

SCAN Group is a not-for-profit organization dedicated to tackling issues facing older adults in the United States. The Workforce Management Analyst will be responsible for forecasting, scheduling, and real-time monitoring to ensure adequate staffing for Telesales and Sales Support teams, aiming to meet service and performance targets.

Elder CareHealth CareHome Health CareMedical

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Build and maintain volume forecasts and staffing models using historical data, seasonality trends, and input from business stakeholders

Align resource plans with marketing campaigns, sales goals, and enrollment timelines

Assist with capacity planning to support hiring and training decisions

Create agent schedules to meet service level goals while optimizing labor efficiency

Monitor adherence, manage real-time staffing adjustments, and support time-off planning

Oversee real-time queues and system performance, responding quickly to service disruptions

Communicate intraday adjustments and impacts to leadership and team leads

Deliver actionable reports on staffing, service levels, productivity, and forecast accuracy

Identify trends, gaps, and recommend improvements in processes and resourcing

Track and meet annual budget requirements

Utilize WFM software (e.g., NICE, Verint, Genesys) for scheduling, monitoring, and reporting

Collaborate with IT or vendors to resolve system issues and optimize tool functionality

Act as the centralized WFM resource across Telesales and Sales Support functions

Partner with Sales, Marketing, and Operations to support shared goals and seasonal readiness

Actively support the achievement of SCAN’s Vision and Goals

Other duties as assigned

Qualification

Workforce Management toolsForecastingCapacity planningExcel proficiencySalesforce familiarityCommunicationCollaborationAdaptability

Required

2–4 years in workforce management, contact center support, or sales operations, ideally in a Medicare Advantage or healthcare setting

Proficiency in WFM tools (e.g., Genesys, NICE, Verint, Calabrio) and strong Excel skills (pivot tables, formulas)

Strong forecasting, capacity planning, and real-time monitoring capabilities

Ability to interpret data, identify issues, and recommend actionable improvements

Excellent communication skills with the ability to explain data insights to diverse stakeholders

Collaborative, organized, and adaptable in a fast-paced, high-volume environment

Preferred

Bachelor's Degree in Business, Operations, Statistics, or related field preferred; or equivalent experience

Certified Workforce Planning Professional (CWPP), Six Sigma, or PMP a plus

Familiarity with Salesforce, Five9, Genesys Cloud, or similar platforms is a plus

Benefits

An annual employee bonus program

Robust Wellness Program

Generous paid-time-off (PTO) along with 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days

Excellent 401(k) Retirement Saving Plan with employer match

Robust employee recognition program

Tuition reimbursement

Company

SCAN

About SCAN Keeping Seniors Healthy and Independent–that’s been our mission for more than 40 years.

Founded in 1977

Long Beach, California, USA

1001-5000 employees

https://www.thescangroup.org/

H1B Sponsorship

SCAN has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (5)

2024 (3)

2023 (6)

2022 (6)

2021 (5)

2020 (6)