[Remote] Remote-Senior Workforce Management Analyst

Note: The job is a remote job and is open to candidates in USA. Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most. The Remote Senior Workforce Management Analyst is responsible for delivering advanced reporting, predictive insights, and operational intelligence across Alignment Health's contact center, enabling leadership to drive service excellence and member experience outcomes.ResponsibilitiesDevelop, maintain, and continuously improve daily, weekly, and intraday performance reports for contact center operations, including service level, AHT, adherence, abandonment, and occupancy metricsDesign and deliver executive-ready dashboards and operational summaries, providing leadership with near real-time visibility into performance against KPIs and CMS expectationsConduct advanced analysis of contact drivers (e.g., benefits, enrollment, claims, billing) to identify trends, root causes, and opportunities to improve member experience and operational efficiencyBuild and maintain ad hoc and recurring analytical models to support operational decision-making, workforce planning, and transformation initiatives aligned with Caring ConnectionsPartner with Data Engineering and Data Science teams to design and deploy scalable, automated analytic solutions and optimize data pipelinesValidate and ensure data accuracy and integrity across telephony (ACD), CRM, Payroll, and WFM platformsAutomate reporting processes to reduce manual effort, increase consistency, and enable faster decision cyclesMonitor and report on KPIs tied to member experience, operational performance, and regulatory complianceEnsure all reporting aligns with CMS guidelines, HIPAA standards, and internal compliance requirementsSupport internal and external audit requests, including call handling metrics, timeliness, accessibility, and regulatory performance dataMaintain heightened data accuracy standards in support of ongoing audit and compliance exposureProvide intraday reporting (hourly or near real-time) throughout AEP to support rapid operational decision-makingTrack and communicate emerging volume trends tied to marketing campaigns, plan changes, and regulatory updatesIdentify early warning signals (e.g., queue backlogs, staffing gaps, system latency) and escalate with data-backed recommendationsSupport decisions around overtime, re-skilling, and vendor capacity adjustmentsDeliver end-of-day executive summaries comparing performance against CMS expectationsSkills5+ years of progressively responsible experience in contact center analytics, reporting, or workforce management, preferably within healthcare, Medicare Advantage, or a highly regulated industryDemonstrated experience translating complex operational data into actionable insights and executive-level reportingExperience supporting CMS-regulated environments with performance reporting, compliance documentation, and audit readinessExperience designing and maintaining BI dashboards (Power BI, Tableau, or equivalent) for operational or executive audiencesDemonstrated ability to work cross-functionally with Data Engineering, Data Science, or IT to build scalable analytic solutionsAbility to work extended hours and weekends during AEP and peak enrollment periodsBachelor's degree in Data Analytics, Business Intelligence, Information Systems, Healthcare Administration, or a related field — or equivalent combination of education and demonstrated work experience (7+ years)SQL — Advanced proficiency; ability to independently query, validate, join, and analyze large, complex datasets across multiple systemsExcel — Expert-level speed and efficiency with complex data modeling, pivot tables, lookups, and reporting automationPower BI or Tableau — Ability to independently design, build, and maintain executive-ready dashboards and operational visualizationsPython — Proficiency sufficient to automate reporting, build data pipelines, and scale analytical operations beyond manual processesContact Center Platform Literacy — Working knowledge of ACD/telephony platforms (e.g., Talkdesk, Genesys, NICE, Five9, or AWS Connect) and WFM systemsWFM Concepts — Solid understanding of forecasting, scheduling, schedule adherence, shrinkage, occupancy, service level, ASA, and AHTData storytelling: ability to translate complex data into clear, compelling narratives for audiences at all levels of the organization, from frontline operations to the BoardProactive problem identification and independent solutioning in ambiguous, high-pressure, or time-sensitive environmentsHigh attention to detail with a compliance-first mindset appropriate for regulated healthcare environmentsStrong written and verbal communication with both technical and non-technical stakeholdersExperience supporting Medicare Advantage, Part D, or Dual Eligible operationsFamiliarity with HIPAA data governance and PHI handling requirementsWorking knowledge of CMS call center performance standards and audit processesExperience supporting Board-level or executive leadership reporting requestsMaster's degree (MBA, MS in Analytics/Data Science, or equivalent)Company OverviewAlignment Health provides eldercare services. It was founded in 2013, and is headquartered in Orange, California, USA, with a workforce of 501-1000 employees. Its website is https://www.alignmenthealth.com.Company H1B SponsorshipAlignment Health has a track record of offering H1B sponsorships, with 2 in 2026, 3 in 2025, 12 in 2024, 17 in 2023, 13 in 2022, 11 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.