The Sr. Analyst, Workforce Analytics is a data-driven analytics expert responsible for delivering advanced re-porting, predictive insights, and operational intelligence across Alignment Health'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 complex data from telephony, CRM, WFM, and compliance systems into actionable intelligence that enables leadership to drive service excellence, regulatory compliance, and member experience outcomes. The Sr. Analyst operates with a high degree of independence, translates data into compelling narratives for all levels of the organization, and partners cross-functionally to build scalable, automated analytic solutions aligned with CMS standards and Alignment's Caring Connections mission.

Job Duties/Responsibilities:

• Core Analytical & Reporting Responsibilities
  • Develop, 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-ready dashboards and operational summaries, providing leadership with near real-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 ad hoc and recurring analytical models to support operational decision-making, workforce planning, and transformation initiatives aligned with Caring Connections.
  • Partner with Data Engineering and Data Science teams to design and deploy scalable, automated analytic solutions and optimize data pipelines.
  • Validate and ensure data accuracy and integrity across telephony (ACD), CRM, Payroll, and WFM platforms.
  • Automate reporting processes to reduce manual effort, increase consistency, and enable faster decision cycles.
  • Monitor and report on KPIs tied to member experience, operational performance, and regulatory compliance.
• Compliance & Audit Support
  • Ensure all reporting aligns with CMS guidelines, HIPAA standards, and internal compliance requirements.
  • Support internal and external 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 Support
  • Provide intraday reporting (hourly or near real-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 early warning signals (e.g., queue backlogs, staffing gaps, system latency) and escalate with data-backed recommendations.
  • Support decisions around overtime, re-skilling, and vendor capacity 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 within healthcare, Medicare Advantage, or a highly regulated industry.
• Demonstrated experience translating complex 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, Healthcare Administration, or a related 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, complex datasets across multiple systems.
• Excel - Expert-level speed and efficiency with complex data modeling, pivot tables, lookups, and reporting automation.
• Power BI or Tableau - Ability to independently design, build, and maintain executive-ready dashboards and operational visualizations.
• Python - Proficiency sufficient to automate reporting, build data pipelines, and scale analytical operations beyond manual processes.
• Contact Center Platform Literacy - Working knowledge of ACD/telephony platforms (e.g., Talkdesk, Genesys, NICE, Five9, 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 complex data into clear, compelling narratives for audiences at all levels of the organization, from frontline 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 mindset appropriate for regulated healthcare 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 perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform 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 reach with hands and arms.

2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range: $77,905.00 - $116,858.00
Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.