Workforce Analyst - Fully Remote

Who We Are:

Ride Health removes the transportation barriers that keep our most vulnerable populations from accessing health care. Ride Health partners with healthcare organizations and transportation providers to strengthen enterprise transportation programs and drive intelligent transitions of care. We blend technology and data with a human approach to break down access barriers and solve some of the biggest transportation challenges that care coordinators, providers, and payers face. Our platform maps out each patient’s unique needs and preferences for the best ride experience across clinical and social needs, ensuring greater access, improved efficiencies, lower costs, and better outcomes.

Who We’re Hiring:

We are seeking a detail-oriented and analytical Workforce Analyst to support our contact center operations. This role is critical in ensuring optimal staffing levels, improving efficiency, and maintaining service level goals. The ideal candidate will have experience using Five9 or similar workforce management (WFM) tools and a strong background in forecasting, scheduling, and real-time monitoring.

Requirements

Responsibilities:

• Utilize Five9 (or other WFM tools) to develop and manage agent schedules, ensuring proper coverage to meet service level agreements (SLAs).
• Forecast staffing needs by analyzing historical data, call volume trends, and seasonal fluctuations to recommend hiring and staffing adjustments.
• Monitor real-time adherence, call queues, and agent performance to ensure optimal efficiency, making intraday adjustments as needed.
• Provide data-driven recommendations on workforce optimization, scheduling strategies, and cost-effective staffing solutions.
• Collaborate with leadership to develop and implement best practices for workforce planning and capacity management.
• Generate and maintain workforce reports, dashboards, and key performance indicators (KPIs) to track trends and identify areas for improvement.
• Serve as a subject matter expert on workforce management tools, processes, and reporting.
• Work closely with the contact center director to align hiring strategies with business needs.
• Identify opportunities for automation and process improvements to enhance operational efficiency.
• Assist in developing and maintaining workforce policies, including time-off approvals, shift bids, and adherence expectations.
• Make intra-day adjustments to staffing and skilling as needed, coordinating voluntary time off (VTO), overtime (OT), and shift/skill changes to address fluctuations in volume or agent availability.
• Administer agent time-off requests based on defined processes and capacity allowances.
• Contribute to process improvement initiatives related to workforce planning, scheduling, and real-time management.

NOTE: Candidates must have internet speed of 100 mbps and ability to hard-wire in via ethernet as needed

Competencies:

• Experience with Five9 or a similar WFM platform is required.
• 2+ years of proven workforce management experience in a contact center environment, preferably multi-channel.
• Strong analytical skills with proficiency in Excel, Google Sheets, or other data analysis tools.
• Proven success with forecasting, scheduling, and real-time workforce management.
• Strong understanding of Automatic Call Distributor (ACD) systems and reporting capabilities.
• Ability to effectively analyze trends, generate reports, and present findings to stakeholders.
• Strong problem-solving skills and attention to detail.
• Excellent communication and collaboration skills to work effectively across teams.
• Advanced skills in Microsoft Excel, including complex formulas, pivot tables, data analysis, and charting.
• Strong organizational and time management skills, with the ability to prioritize tasks effectively in a fast-paced environment.  

Benefits

• Competitive compensation $55,000 - $60,000 annually. plus a rich benefits offering
• Career advancement opportunities
• Fully remote - skip the commute
• Unlimited Paid Time Off
• Medical, Dental, and Vision insurance - Employee coverage 100% company paid!
• Multiple great coverage options offered for employees and dependents with generous company contribution and quick eligibility
• TalkSpace, Healthy Advocate EAP, Teledoc, One Medical, KindBody - all company provided
• Life insurance, short-term disability, long-term disability - again, all paid for by Ride Health
• 401k retirement savings plan with 4% fully vested employer match right out of the gate
• Fully paid parental leave after 6 months of employment
• And we're always looking to add more...
  

PLEASE NOTE: Because of healthcare privacy regulations, candidates must reside in the United States to perform this job. Candidates must be permanently authorized to work in the United States. We are unable to provide sponsorship at this time.

Ride Health complies with regulations to verify employment eligibility through E-Verify. All recruitment and hiring communications from Ride Health will be conducted via a valid ‘@ridehealth.com’ email address. Please disregard any messages from other domains as they are unauthorized and not affiliated with Ride Health. Ride Health is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Ride Health is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Ride Health are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Ride Health will not tolerate discrimination or harassment based on any of these characteristics, and strictly complies with the Civil Rights Act Title VI and Title VII Civil Rights Requirements.