Overview
Workforce Management Analyst
(Remote)
Responsibilities
About the role:
Type: Full Time, Salary
Compensation: $92,000-$138,000
Location: Fully Remote, must be in the United States
Hours: Full Time Days
Benefits Offered to include: Medical, Dental, Vision, paid time off, paid holidays, 401K with company matching, voluntary life insurance, short term disability, long term disability, employee assistance program, health savings account, flexible spending accounts, additional voluntary benefits available.
What to expect:
This role turns member demand into the production hours that deliver completed visits, and makes sure every hour Matrix plans for is delivered as planned. The person owns the outbound capacity model, issues the locked hours requirement to each BPO, and governs vendor workforce performance against the SOW. They are also the business owner of workforce management and outbound campaign strategy in Genesys Cloud.
The role starts with the contact center: learning how BPO capacity on Matrix's Genesys platform, the dialer and vendor performance drive completed visits. As that foundation is in place, scope expands to the other channels that generate visits, including text, IVR and print. After a 60–90 day ramp, the role holds bounded authority to reallocate volume across vendors and campaigns within the locked plan.
Key responsibilities
Demand-to-hours planning
- Convert Enterprise Planning & Demand's forecast (required contacts and scheduled appointments by client, state and month) into production hours, using LCPH, contact rate, acceptance rate and dialable inventory.
- Split required hours between inbound and outbound, and across each BPO.
- Maintain the rolling 90-day plan and issue the 30-day locked hours requirement to each vendor monthly, by week and day-part.
- Reconcile planned against actual hours weekly and report hours-requirement accuracy.
- Check driven appointment volume against NP slot capacity with Clinical Operations before raising hours.
Vendor workforce governance
- Measure staffed hours delivered by each vendor against the locked requirement, by week and interval, using Genesys data.
- Enforce the SOW's workforce terms: interval staffing floor, billable hours cap, efficiency floor, adherence target, flex notices and overtime pre-authorization.
- Reconcile invoiced payroll hours against Genesys login hours monthly, and document variances and credits owed.
- Own the workforce measures in the joint vendor scorecard, and prepare workforce content for weekly reviews, monthly performance reviews and QBRs.
- Track vendor attrition, ramp and hiring-wave delivery against plan.
Genesys Cloud workforce management (business owner)
- Design the business unit and management unit structure (one unit per vendor), with adherence rules and permissions for each.
- Define activity-code mapping so productive hours mean on-queue and campaign time, matching the SOW definition. Genesys defaults count meetings and training as work time.
- Ensure every vendor's schedules exist in Genesys, built there or imported, so adherence is measured on Matrix's platform.
- Own adherence, shrinkage and staffed-hours reporting from Genesys.
- Use Genesys forecasting and capacity planning for inbound work such as member callbacks.
Outbound campaign strategy
- Decide list segmentation and allocation by vendor and campaign. Each contact list runs on one campaign at a time, so list allocation is the main lever for splitting volume.
- Set dialing mode, calling windows by member time zone, abandon-rate thresholds and attempt cadence within Matrix's dialer rules, including the 20-attempt annual cap.
- Partner with telecom on caller ID and attestation to protect contact rate.
- Genesys administrators carry out configuration changes; this role decides them.
Daily allocation and channel monitoring
- Review prior-day performance by source: contact rate, acceptance rate, LCPH, scheduled and completed visits.
- Make same-day list and hours adjustments within the decision rights below.
- Watch disposition trends for signs that a model input has drifted.
- Track text, IVR and print response as inputs to voice hours, and as scope expands, recommend channel-mix shifts.
Reporting and leadership support
- Build and maintain the vendor scorecard and capacity dashboards in Power BI.
- Produce a monthly capacity outlook and channel performance summary with explicit recommendations.
- Contribute to ExCo materials, growing toward presenting portions of them.
Qualifications
Required
- 5+ years in contact center workforce planning, capacity planning or operations analytics.
- Direct experience with outbound dialer programs: pacing, list management, attempt strategy and calling-window compliance.
- A track record of building capacity or demand models from first principles, not only maintaining inherited ones.
- Experience governing outsourced or BPO capacity against SLAs, including hours, adherence and invoice reconciliation.
- Ability to turn workforce data into recommendations that executives act on.
- Bachelor's degree in a quantitative or business field, or equivalent experience.
Preferred
- Genesys Cloud WFM and Outbound experience.
- Python for modeling and automation.
- Power BI or comparable dashboard development.
- Healthcare or Medicare Advantage member outreach.
- Multi-vendor BPO environments.
- Working knowledge of TCPA and telemarketing calling rules.
Our Culture:
- We have a clear vision of where we are going, and we are guided by core values that embody our organization and our culture.
- We emphasizes innovation and growth, and you will be given the opportunities and tools to develop personally and professionally.
- We encourage and celebrate collaboration.
- We have a deep commitment to positively impact the communities in which we work and to make a difference in the lives of who we serve.
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