Senior Workforce Analyst

Sr. Workforce Analyst

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation’s leading not-for-profit Medicare Advantage plans, serving more than 300,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 45 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.

The Job

This role plays a key part in the planning and development of capacity and forecasting (short-term and long-term) for Member Services department and other internal customers. This role is responsible for implementing efficient and effective forecasting of both contact center and supporting roles. The position will create and statistically analyze large data sets of internal and external data to generate forecasting and capacity planning which will be communicated across the organization in a way that informs and drives the organization to action.

You Will

• Forecasting and capacity planning will incorporate contact center channels (i.e., voice/phone, secure message, unsecure email, text, etc.) and other activities (i.e., research, follow-up, etc.). Work output to include gap analysis. Capacity planning to organizational objectives.
• The desired reporting and analysis will be generated for prior month, current month, and long-term forecasts which will be utilized in a monthly cross-departmental meeting to determine budget and resources. Facilitate additional communication and reporting with stakeholders, ensuring transparency and alignment across teams.
• Forecasting and capacity planning will be continually prepared refined to adjust modeling based upon inputs and historical data.
• Model and visualize complex scenarios to inform strategic decision-making and ensure optimal resource allocation.
• Utilize Aspect software in combination with other resources to generate ongoing forecasting and capacity planning for internal customer departments.
• Promote continuous improvement for role and the workforce management team.
• Interact with Apect software and other tools to update information to drive forecasting and capacity planning.
• Work with internal customers to stay current with inputs that will impact forecasting and capacity planning.
• Sr / Lead Role (prioritizes assignments, provides assistance, scheduled work, but does NOT directly supervise.
• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members. 
• All other duties as assigned.

Your Qualifications

• GED/High School Diploma or equivalent experience
•  1-3 years of related experience.
• Preferred: 5 years' workforce management experience including forecasting and capacity planning
• Preferred: Demonstrated experience solving significant and unique issues requiring evaluation of intangibles
• Preferred: Deep experience and knowledge in workforce management functions including scheduling, forecasting, capacity planning, key call center performance metrics, and reporting.
• Technical expertise.
• Problem solving / debugging skills.
• Strong communication skills.
• Proficient in MS Office, PowerPoint, and Excel.
• Builds strong relationships across teams and departments through formal networks and coordination.
• Works effectively in team environments and contributes as a reliable, proactive team player.
• Communicates clearly and professionally, both in writing and verbally, with strong interpersonal skills.
• Thrives in fast-paced, hands-on business settings and adapts quickly to change.
• Demonstrates continuous improvement mindset and takes initiative in managing responsibilities.
• Self-starter who actively contributes to department-wide projects and daily operations.
• Excels at multitasking and staying organized under pressure.

What's in it for you?

• Base salary range: $27.95 to $40.45/hr (Non-Exempt)
• Work Mode: Mostly Remote
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday
• Excellent 401(k) Retirement Saving Plan with employer match and contribution
• 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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