Sr. Sales and Operations Planning Analyst Full Time

Summary:

eHealth, a company dedicated to guiding consumers through health insurance options, seeks a Sr. Sales and Operations Planning Analyst for a remote, full-time role. The position focuses on optimizing workforce management to enhance operational efficiency in a dynamic call center environment.

Responsibilities:

• Serve as the go-to expert on all aspects of the IEX Workforce Management system, providing guidance and troubleshooting support to ensure optimal use across the organization.
• Develop and adjust accurate weekly forecasts for all functional areas of the business, ensuring alignment with operational goals and business requirements.
• Create and update department-specific schedules on a monthly basis, ensuring full accuracy and alignment with forecasted needs.
• Monitor queue service levels proactively and make real-time adjustments to resource allocation to ensure optimal performance and adherence to service level agreements.
• Evaluate and respond to agent Paid Time Off (PTO) requests in a timely manner, ensuring appropriate coverage and minimal disruption to service levels.
• Oversee and perform outbound dialer tasks, including daily file management and list uploads, ensuring all processes are running smoothly and effectively.
• Address and resolve more complex user questions regarding schedules, adjustments, and system-related issues, offering effective solutions and guidance to team members.
• Assess overtime needs based on forecasting data and business requirements, track and post OT slots to meet staffing demands, and ensure proper allocation and tracking throughout the year.
• Coordinate and map out large-scale training schedules across all departments for the year, ensuring adequate coverage and minimal disruption to business operations.
• Perform daily skilling updates with 100% accuracy, utilizing established templates to ensure agents are properly assigned to meet business needs and customer demands.
• Utilize advanced Excel formulas to make any necessary updates to skilling templates.
• Continuously analyze and adapt to shifts in intraday call volume, identifying root causes and making necessary adjustments to staffing levels to maintain operational efficiency.
• Manage and consistently audit Voluntary Time Off (VTO) requests to align with daily company goals, ensuring staffing levels meet operational needs and performance targets.
• Administer all tasks related to new hire onboarding within the IEX and NICE systems, ensuring a seamless transition from training to nesting and ultimately into production, while ensuring that all systems are properly set up to support agents in their roles.

Requirements:

• 3+ years’ experience in a call center environment.
• 1+ years’ experience in a S&OP Specialist role.
• Must be currently working in the S&OP department.
• 6-months experience with NICE Workforce Optimization WFM Tool, IEX (preferred).
• Experience and understanding of call center dynamics, including staffing, queues, and performance measurements (preferred).
• Ability to analyze call center statistical data (preferred).
• Initiative and willingness to take independent action where appropriate (preferred).
• Excellent written and oral communication skills (preferred).
• Hands-on working knowledge of Workforce Management systems (NICE, Calabrio, Aspect eWorkforce, etc.) (preferred).
• Proficiency with Microsoft Office, especially focused in Excel (preferred).
• Ability to work as part of a team and as an individual contributor, with proper training, making proper decisions based on business need with or without feedback from senior members of the team (preferred).
• Strong interpersonal skills (preferred).

Benefits:

• Annual performance bonus.
• Array of benefits designed to support employees’ personal and professional wellness.