Workforce Management Analyst

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the "12 Angry Seniors." Their mission continues to guide everything we do.

Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults.

Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity.

At SCAN, we believe scale should strengthen-not dilute-our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

Job Description:

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: $25.38to $32 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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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)