All openings

Workforce Analyst

Las Vegas, NV

Do you love using big data and analytics to monitor and improve performance? Do you want to develop actionable insights and recommendations that will make a huge impact? You might be our team’s next Workforce Analyst!

Rally Health is all about putting health in the hands of the individual. It’s our mission, and it drives everything we do, which is to empower people with easy-to-use online and mobile tools that help them take charge of their health and healthcare, from improving their diet and fitness to selecting health benefits, and choosing the right doctor at the right price for their needs.

Our culture is built on a deep and authentic dedication to helping people live healthier lives. To do this, we are committed to innovating at every level. We’re not trying to build something that is churn and burn. We’re building something that follows consumers over their lifetime.”

As the Workforce Analyst, you will be responsible for a range of duties, including big data/analytics projects that gather and integrate large volumes of data, perform analysis, interpret results and develop actionable insights and recommendations for use across the company. You will also handle functions related to real-time schedule adherence, operational reporting, queue management, scheduling, staffing, forecasting and coordinating all off the phone activities including but not limited to vacation planning, special projects, training, etc.

  • Monitor real-time adherence and call statistics to maintain Service Level
  • Update team members skills based on a real-time basis to meet departmental service standards
  • Document trends and perform root cause analysis when Service Level targets are not met and recommend solutions to improve performance
  • Track attrition and use information to inform management team of new-hire and/or up training needs
  • Produce daily, weekly and monthly reports concerning specific departmental staffing, budgeting and efficiency metrics
  • Provide management with ad-hoc reports
  • Presenting data-driven insights to large audiences to help drive efficiencies and understand business trends
  • Responsible for creating schedules for various departments
  • Recommend overtime or VTO based on day of performance
  • Approve real-time request for offline events
  • All other duties and projects as assigned by management

Required Skills

  • Confidentiality. As an Analyst, you may be exposed to confidential information and it is your responsibility to protect that information at all times.
  • 3+ years of Workforce and data analytics experience
  • Ability to work in a fast-paced, ever-changing environment.
  • Analytical skills with the ability to extract, collect, organize, and interpret trends or patterns in complex data sets
  • Super organized and detail-oriented.
  • An ever-growing passion for Workforce and reporting analysis, and the ability to use your gut to guide you, paired with relevant data to drive recommendations to the Operations team.
  • Impeccable communication skills, both verbal and written. Particularly in important is the ability to Communicate clearly, concisely, and tactfully.
  • Self-motivated, passionate, and humble.
  • A strong sense of urgency and solid multitasking skills.
  • Basic Knowledge of call center fundamentals Erlang calculation and staffing optimization
  • Flexibility...well, when it comes to your availability to work that is. We need you to have some flexibility as there may be times the business may need you to adjust your start or end times to support sites that are located in different time zones
  • 3+ years experience using Excel with advanced knowledge of formula definitions along with data analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, and forecast accuracy).
  • Previous experience with ACD reporting features

Preferred skills include:

  • Advanced experience using Google Calendar, Docs, and Sheets
  • Strong organizational, analytical, and data mining skills
  • Previous experience with Salesforce reporting features

Rally Health is committed to ensuring that its workforce reflects America’s diverse population. Rally Health knows that such diversity will enrich us with the talent, energy, perspective and inspiration it needs to achieve its mission. Rally Health believes in a policy of equal employment and opportunity for all people based on merit and commitment to the principles of diversity. It is our policy to recruit, hire, train, and promote individuals in all job titles, and administer all programs, without regard to race, color, religion, national origin or ancestry, citizenship, sex, age, marital status, pregnancy, childbirth or related medical conditions, personal appearance, sexual orientation, gender identity or expression, family responsibilities, genetic information, disability, matriculation, political affiliation, veteran status, union affiliation, or any other category protected by applicable federal, state or local laws.

Individuals with disabilities and veterans are encouraged to apply. Applicants who require an accommodation related to the application and/or review process should notify Talent Acquisition (recruiting@rallyhealth.com).