HPOne is a rapidly growing, best in class member acquisition company in the Medicare and individual health insurance markets. Through our digital marketing, proprietary technology and call center operations in Tampa & St. Petersburg, FL and Phoenix & Gilbert, AZ, HPOne assists health plans acquire incremental membership on a very cost effective basis.  Based in Trumbull, CT, HPOne is funded by Peloton Equity, a private equity fund focused on growth capital investments in the healthcare industry. We are recipients of several industry awards including the Inc. 500/5000 list of fastest growing private companies in America, 2010-2015 Marcum Tech Top 40 as well as the 2012 - 2015 Deloitte Technology Fast 500.

HPOne is recruiting for Workforce Analyst to work out of its Phoenix sales center. We are looking for determined, self-motivated and passionate professionals who wants to make a difference in people’s lives and achieve their own personal and professional goals. We represent all the major insurance carriers and present clients with the options to meet their needs.
 
Location: Phoenix, AZ
 
Responsibilities:

• Efficiently manage call volume and labor resources for our inbound, outbound and work flow, while maintaining and exceed goals and expectations.
• Coordinate with operations and initiating contingency plans for unusual volume or agent availability situations.
• Provides essential input to management team so that staffing plans are based on analysis of historical performance and real time data.
• Monitors adherence real time to ensure performance is within pre-set parameters, works with supervisors to resolve schedule adherence issues, escalating to Operations Managers if necessary.
• Manage the PTO and overtime process.
• Design and prepare reports to meet internal and client requirements. Interface with Operations Management to resolve conflicts between agent requests and/or needs of the business, making significant schedule changes when necessary.
• Management of various workforce management systems, scheduling software and CMS.
• Familiarity with forecast and scheduling concepts an asset. 
• Effectively leverages resources to create exceptional outcomes, embraces change, and constructively resolves barriers and constraints.
• Connects meaningfully with customers to build emotional engagement and customer advocacy. Simplifies complexity and integrates internal efforts to deliver an optimal customer experience.
• Engages others by gathering multiple views and being open to diverse perspectives, focusing on a shared purpose for overall success.

 Requirements:

• 1-2 years prior Workforce Management experience.
• Prior experience using a Workforce Management tool.
• Intermediate to advanced proficiency with Microsoft Excel and PowerPoint.
• Experience in data analysis.
• Excellent communication skills both written and verbal.
• Excellent time management skills.
• Ability to interact with all levels of the business is a must.
• A positive, proactive attitude, energetic, highly motivated and a self-starter.
• Strong ability to multi-task.
• CMS experience required.

Equal opportunity
HPOne is an equal opportunity employer, committed to employment equity throughout all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We welcome and encourage diversity in the workplace.  HPOne requires the necessary drug testing and background checks to maintain a safe, drug-free work environment.