Workforce Management Analyst

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 300,000 members in California, Arizona, Nevada, Texas, and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn; Facebook; and Twitter.

The Job

The Workforce Management Analyst is responsible for forecasting, scheduling, and real-time monitoring to ensure the Telesales and Sales Support teams are adequately staffed to meet service and performance targets. This role supports resource planning during critical periods like the Annual Enrollment Period (AEP), tracking and meeting annual budget requirements and provides key insights to optimize efficiency and agent experience. Collaborate with sales management team to obtain all the necessary information to adequately support planning, forecasting and facilitate decision making.

You Will

Workforce Planning & Forecasting

• 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.

Scheduling & Staffing Optimization

• Create agent schedules to meet service level goals while optimizing labor efficiency.
• Monitor adherence, manage real-time staffing adjustments, and support time-off planning

Real-Time & Intraday Management

• Oversee real-time queues and system performance, responding quickly to service disruptions.
• Communicate intraday adjustments and impacts to leadership and team leads.

Reporting & Performance Analysis

• 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.

Systems & Tools

• 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.

Collaboration & Support

• 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.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Actively support the achievement of SCAN's Vision and Goals.

Other duties as assigned.

Your Qualifications

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

What's in it for you?

• Base Pay Range: $25.38 to $36.33 per hour
• Work Mode: Mostly Remote
• 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
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

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