[Hiring] Workforce Management Analyst @Matrix Medical Network

Role Description

Workforce Management Analyst (Remote)

This role turns member demand into the production hours that deliver completed visits, ensuring 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.

• Type: Full Time, Salary
• Compensation: $92,000-$138,000
• Location: Fully Remote, must be in the United States
• Hours: Full Time Days

What to expect:

• Demand-to-hours planning
• Vendor workforce governance
• Genesys Cloud workforce management (business owner)
• Outbound campaign strategy
• Daily allocation and channel monitoring
• Reporting and leadership support

Qualifications

• 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.
• SQL and advanced Excel.
• Ability to turn workforce data into recommendations that executives act on.
• Bachelor's degree in a quantitative or business field, or equivalent experience.

Requirements

• 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.

Benefits

• 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

Company Description

Matrix Medical Network is the nation’s leading independent provider of comprehensive in-home health assessments, serving Medicare Advantage, Managed Medicaid and Commercial patients across all 50 states. With a network of 3,000 + clinicians, we deliver personalized Whole Person Care that includes diagnostic testing, risk identification, medication management and preventive health education, empowering people to better manage acute and chronic conditions.

Guided by our mantra - We see you. We hear you. We’ve got you. - and our core values of Integrity, Accountability, Trust, Respect and Passion, we are committed to creating a culture where both patients and teammates feel valued, supported and heard.