Health-E Commerce · 22 hours ago
Workforce Analyst
United States
Full-time
Remote
Entry, Mid Level
$28/hr - $33.50/hr
2+ years expHealth-E Commerce is seeking a Workforce Analyst to ensure service level targets are met efficiently across all channels. The role involves forecasting contact volume, staffing requirements, and scheduling while collaborating with Operations and leadership to enhance customer experience and agent productivity using data-driven strategies.
E-CommerceHealthcareWellnessHealth Care
Responsibilities
Forecast contact volumes across channels/departments (phone, chat, email, SMS) using historical trends, seasonality, and business inputs
Develop short-term, mid-term, and long-term staffing models
Translate forecasts into required staffing levels based on AHT, shrinkage, service level goals, and occupancy targets
Identify risks related to under or over-staffing and proactively recommend mitigation plans
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
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
Qualification
Required
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
Benefits
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
Company
Health-E Commerce
Health-E Commerce is a family of brands that serve the 60+ million consumers with pre-tax health and wellness accounts.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Beecken Petty O'Keefe & Company
2024-06-18Acquired
2019-02-15Private Equity
2013-01-01Series Unknown
Leadership Team
Preston Farrington
Chief Executive Officer
Zack Peckham
Chief Financial Officer
Recent News
Company data provided by crunchbase