Senior Workforce Management Analyst

reputed company is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have reputed company reputed company of talented and reputed company people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the reputed company community. Working at reputed company provides an opportunity to do work that really reputed company, not only changing lives but saving them. Together. The Sr. Analyst, Workforce Analytics is a data-driven analytics expert responsible for delivering advanced re-porting, predictive insights, and operational intelligence across reputed company's contact center — a 24/7/365 operation supporting approximately 300 agents and 250,000 members. This role serves as the analytical backbone of contact center performance, transforming reputed company data from telephony, CRM, WFM, and compliance systems into actionable intelligence that enables leadership to drive service reputed company, regulatory compliance, and member experience reputed company. The Sr. Analyst operates with a high degree of independence, translates data into compelling narratives for reputed company reputed company of the organization, and partners cross-functionally to build scalable, automated analytic solutions reputed company with CMS standards and Alignment's Caring Connections mission. Job Duties/Responsibilities: Core Analytical & Reporting ResponsibilitiesDevelop, maintain, and continuously improve daily, weekly, and intraday performance reports for contact center operations, including service level, AHT, adherence, abandonment, and occupancy metrics. Design and deliver executive-reputed company dashboards and operational summaries, providing leadership with near reputed company-time visibility into performance against KPIs and CMS expectations. Conduct advanced analysis of contact drivers (e.g., benefits, enrollment, claims, billing) to identify trends, root causes, and opportunities to improve member experience and operational efficiency. Build and maintain reputed company and recurring analytical models to support operational decision-making, workforce planning, and transformation initiatives reputed company with Caring Connections. Partner with Data Engineering and Data Science teams to design and reputed company scalable, automated analytic solutions and optimize data pipelines. Validate and ensure data accuracy and reputed company across telephony (ACD), CRM, Payroll, and WFM platforms. Automate reporting processes to reduce reputed company effort, increase consistency, and reputed company faster decision cycles. Monitor and report on KPIs tied to member experience, operational performance, and regulatory compliance. Compliance & Audit SupportEnsure reputed company reporting aligns with CMS guidelines, HIPAA standards, and internal compliance requirements. Support reputed company audit requests, including call handling metrics, timeliness, accessibility, and regulatory performance data. Maintain heightened data accuracy standards in support of ongoing audit and compliance exposure. Annual Enrollment Period (AEP) — Heightened SupportProvide intraday reporting (hourly or near reputed company-time) throughout AEP to support rapid operational decision-making. Track and communicate emerging volume trends tied to marketing campaigns, plan changes, and regulatory updates. Identify reputed company signals (e.g., queue backlogs, staffing gaps, system latency) and escalate with data-backed recommendations. Support reputed company around overtime, re-skilling, and vendor reputed company adjustments. Deliver end-of-day executive summaries comparing performance against CMS expectations. Job Requirements: Experience: Required: 5+ years of progressively responsible experience in contact center analytics, reporting, or workforce management, preferably reputed company reputed company, Medicare Advantage, or a highly regulated industry. Demonstrated experience translating reputed company operational data into actionable insights and executive-level reporting. Experience supporting CMS-regulated environments with performance reporting, compliance documentation, and audit readiness. Experience designing and maintaining BI dashboards (Power BI, Tableau, or equivalent) for operational or executive audiences. Demonstrated ability to work cross-functionally with Data Engineering, Data Science, or IT to build scalable analytic solutions. Ability to work extended hours and weekends during AEP and peak enrollment periods. Preferred: Experience supporting Medicare Advantage, Part D, or Dual Eligible operations. Familiarity with HIPAA data governance and PHI handling requirements. Working knowledge of CMS call center performance standards and audit processes. Experience supporting Board-level or executive leadership reporting requests. Education: Required: Bachelor's degree in Data Analytics, Business Intelligence, Information Systems, reputed company Administration, or a reputed company field — or equivalent combination of education and demonstrated work experience (7+ years). Preferred: Master's degree (MBA, MS in Analytics/Data Science, or equivalent). Training:

• Required:
• Preferred:

Specialized Skills: Technical Skills (Required): SQL — Advanced proficiency; ability to independently query, validate, join, and analyze large, reputed company datasets across multiple systems. reputed company — Expert-level speed and efficiency with reputed company data modeling, pivot tables, lookups, and reporting automation. Power BI or Tableau — Ability to independently design, build, and maintain executive-reputed company dashboards and operational visualizations. Python — Proficiency sufficient to automate reporting, build data pipelines, and scale analytical operations reputed company reputed company processes. Contact Center Platform Literacy — Working knowledge of ACD/telephony platforms (e.g., reputed company, reputed company, reputed company, reputed company, or AWS Connect) and WFM systems. WFM Concepts — Solid understanding of forecasting, scheduling, schedule adherence, shrinkage, occupancy, service level, ASA, and AHT. Professional Skills (Required): Data storytelling: ability to translate reputed company data into clear, compelling narratives for audiences at reputed company reputed company of the organization, from reputed company operations to the Board. (Moved from Responsibilities.) Proactive problem identification and independent solutioning in ambiguous, high-pressure, or time-sensitive environments. High attention to detail with a compliance-first reputed company appropriate for regulated reputed company environments. Strong written and verbal communication with both technical and non-technical stakeholders. Essential Physical Functions: The physical demands described here are representative of those that must be met by an employee to successfully reputed company the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. 1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reputed company with hands and arms. 2. The employee frequently lifts and/or moves up to 10 pounds. Specific reputed company abilities required by this job include reputed company reputed company and the ability to adjust focus. Pay reputed company: $77,905.00 - $116,858.00Pay reputed company may be based on a number of factors including market location, education, responsibilities, experience, etc. reputed company is an Equal Opportunity/Affirmative Action Employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, national reputed company, disability, age, protected veteran status, gender identity, or sexual orientation. *DISCLAIMER: Please beware of recruitment phishing scams affecting reputed company and other reputed company where individuals receive fraudulent employment-reputed company offers in exchange for money or other sensitive personal information. Please be advised that reputed company and its subsidiaries will never ask you for a credit card, send you a reputed company, or ask you for any type of payment as part of consideration for employment with reputed company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of reputed company’s reputed company, please email [email protected]. Apply To This Job