Workforce Management Analyst

Remote /

Operations /

Full-time

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Our health system is broken, and it’s a huge problem. Costs are rising out of control while the patient experience gets worse. At Sana, we're passionate about fixing this problem by bringing accessible and affordable health plans to small and medium businesses. We've built an innovative team with top talent from across the health insurance and tech industries to create engaging, modern plans for our clients. This allows our customers to offer competitive benefits packages while paying an average of 20% less than traditional plans.

We are looking for a passionate, data-driven, and empathetic person to join us to support the smooth operations of our support teams. These support teams provide white glove support to our providers and members, answering questions and resolving problems. In this role, you will be responsible for the workforce management of our Member Advocates and Provider Support Specialists across a multi-channel support experience. Success will be measured through customer satisfaction, answer/wait times, and our ability to meet and exceed our support SLAs. If you are looking for a job, this isn’t it. If this feels like a calling, keep reading.

What you will do

• ⓘ View potential timezone restrictions
  Workforce Management. We offer support across multiple time zones and channels within Zendesk. You’ll ensure our daily staffing is appropriate for each channel by monitoring SLAs in real-time. 
• You will lead the generation of the next iteration of our staff forecasting excel model to ensure we are hiring the right people at the right time with consideration for Support assumptions such as seasonality, ramp-up time, SLAs, shrinkage, handle time, concurrency, occupancy, and more.
• Work alongside Support Managers as a master of Assembled and Zendesk to ensure our team of Member Advocates delivers world class support to our members. You will be adept at translating forecasted volumes into hiring plans that meet SLAs according to the team’s processes, and assist in KPI development and monitoring.
• Use the data we collect from our workforce management tool, from Zendesk, and from other areas of the business to generate internal and external reporting, identify trends, and make recommendations to improve our staffing and workflows.

About you

• 4+ years of workforce management experience, and 2+ years of experience in the world of customer support as an agent. This isn’t your first rodeo - you have firsthand knowledge of the life of a support agent, and have a proven track record of workforce management for a support team.
• You’re skilled at the puzzle of workforce management, at balancing the strategic and tactical. You understand how small details add up to the big picture and you use data to tell the story.
• Analytical. You are proficient in Excel/sheets pivot tables and filters, with Tableau and SQL experience as a plus. You have had experience using workforce management tools to develop and/or maintain staffing forecasting models. You design reporting that highlights what is needed and relevant.
• You’re experienced at developing cross functional relationships. You understand the goals and challenges of a team that isn’t your own while still getting results.
• Possesses outstanding communication skills in-person, over the phone, via email, chat, carrier pigeon, etc.
• Entrepreneurial. Self-directed. Naturally curious.
• Values-oriented. You care about making our healthcare system work better for people and business owners.

Benefits

• Competitive salary
• Stock options
• Flexible vacation
• Medical dental and vision Insurance
• 401k
• Parental leave
• Wellness program
• Opportunity for career growth
• Dynamic start-up environment

About Sana

Sana is a modern health plan solution for small and medium businesses. We use a more efficient financing structure and integrated technology solutions to cut out wasteful spending and get members access to better quality care at lower cost. Founded in 2017, we are an experienced team of engineers, designers and health system operators. We have the financial backing of Silicon Valley venture firms and innovative reinsurance partners. If you are excited about building something new and being a part of fixing our broken healthcare system from the inside, please reach out!

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