Operations Analyst Workforce Management
Operations Analyst Workforce Management
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$ 67000 - 80000
1 Vacancy
Job Description
About Carrot:
Carrot Fertility is the leading global fertility familybuilding and lifelong hormonal healthcare platform providing care for everyone everywhere. Trusted by more than a thousand multinational employers health plans and health systems Carrots comprehensive clinical program delivers industryleading cost savings for employers and awardwinning experiences for millions of people worldwide. From maternity through menopause and prepregnancy through parenting Carrot is dedicated to expanding access and improving outcomes. Carrot empowers members with compassionate personalized and inclusive support.
The Role:
Carrot is looking for an Operations Analyst to join our Operations team. Reporting to the Senior Operations Manager Predictive Analytics you will handle daily workforce management tasks including intraday monitoring scheduling timeoff requests and managing our workforce platform. Youll collaborate with Operations and Member Success leadership to ensure optimal staffing coverage and adherence to business needs.
As part of our Operations team youll directly assist our Member Success team who supports Carrots members through various modalities (e.g. phone email and any future channel). Youll analyze volume trends interpret data and make staffing recommendations that align with financial goals and operational priorities. Youll also present insights and recommendations to leadership to drive strategic decisions.
To excel in this role you must thrive in a fastpaced environment communicate effectively solve problems efficiently and present datadriven insights clearly. Strong time management and flexibility for special projects are essential. This is an individual contributor role with key responsibilities including:
- Perform intraday management by monitoring and optimizing agent efficiencies and schedule adherence in real time. Work with Member Success leadership to adjust workflows dynamically to meet business demands and maintain service level targets.
- Develop and manage workforce schedules to ensure SLA compliance making realtime adjustments as needed to adapt to changing business conditions.
- Track and analyze key performance metricsincluding contact volume abandon rate ASA AHT adherence occupancy and utilizationto identify trends optimize performance and drive continuous improvement. Conduct deepdive analyses to uncover root causes and provide actionable insights.
- Collaborate with Operations and Member Success leadership to develop and execute workforcerelated strategies that enhance scalability and operational efficiency.
- Oversee our workforce management platform ensuring seamless functionality and alignment with business needs.
- Partner with the Senior Operations Manager Predictive Analytics and Carrots Business Intelligence team to design enhance and maintain reporting tools that deliver meaningful performance insights to senior management and key stakeholders.
- Manage timeoff requests for Member Support agents by assessing seasonal work volumes and determining the optimal number of agents to be off on any given day acting as the primary point of contact for coordinating approvals.
The Team:
You will join a fastgrowing Operations team at Carrot with the opportunity to work with various teams across the organization. This is an in office position at our Des Moines Iowa location.
Minimum Qualifications:
- Bachelors Degree
- 2 years of experience in workforce management specifically within a contact center or high production environment
- Advanced Excel skills and the ability to manipulate and model large sets of data
- Experience managing WFM software or tools (e.g. Tymeshift Five9 etc.
- Effectively communicate complex information to a diverse group of business partners
- Excellent written verbal and presentation skills
- Ability to independently manage multiple tasks for multiple groups and work reliably in timesensitive situations
- Demonstrates a high degree of personal accountability passion and
- Experience working closely with senior support leaders prior exposure to highgrowth fastpaced work environments
Preferred Qualifications:
- Experience working closely with senior support leaders previous exposure to highgrowth work environments
- Proficiency with Atlassian tools (e.g. Jira Confluence)
- Proficiency with Zendesk or other relevant CRM tools
- Exposure and comfort using businessdata tools (e.g. Domo Tableau)
- Flexible and able to change priorities quickly capacity to manage multiple priorities
Compensation:
Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work including health and wellness benefits retirement savings plans short and longterm incentives parental leave familyforming assistance and a competitive compensation package. The starting base salary for this position will range from $67000$80000. Actual compensation may vary from posted base salary depending on your confirmed jobrelated skills and experience.
Fraud and Security Notice: Please note that all communication regarding job opportunities at Carrot will come exclusively from an @getcarrot email address. If you receive messages from any other domain please disregard them and report the incident to:
Why Carrot
Carrot has received national and international recognition for its pioneering work including Fast Companys Most Innovative Companies and World Changing Ideas Inc. Power Partners and Modern Healthcares Innovators. Carrots global workforce has been acknowledged with several accolades including Fortunes Best Workplaces in Healthcare Great Place to Work and AgeFriendly Employer certifications. Carrot is regularly featured in media reporting on issues related to the future of work women in leadership and healthcare innovation including MSNBC The Economist Bloomberg The Wall Street Journal CNBC National Public Radio Harvard Business Review and more. Learn more at carrotfertility.
Required Experience:
IC
Employment Type
Full Time
