Great HealthWorks
  • 27-Oct-2020 to Until Filled (EST)
  • Workforce
  • Fort Lauderdale, FL, USA
  • Full Time

Medical & Prescription Drug, Dental, Vision, 401-k, Paid Time Off, Telemedicine, Group Life and ADD&D, Voluntary Life and Dependent Insurance, Short-Term Disability, Long-Term Disability, Accident, Critical Illness, Preferred Legal Plan, Health Savings Account, Holiday Pay, Employee Assistance Program, and Exclusive Discounts and Special Offers

Great HealthWorks is a vertically integrated, direct response marketing company, engaged in the marketing, sales, and distribution of premium natural health-related products and supplements through all forms of media. We are committed to the health and wellness of our consumers and fully dedicated to extraordinary service for our customers.


The purpose of this position is, but not limited to serving as a subject matter expert in the discipline of workforce management. This role is responsible for providing direction, forecasting, statistical modeling, scheduling, and post-performance analysis to ensure consistent achievement of KPIs based upon historical trends, seasonal patterns, significant events (ie- media times, major releases, etc.) and agent performance. The Analyst will use reporting tools, applications, and/or queries to create and configure new reports, also perform modifications and enhancements on existing reports based on evolving business requirements. Validate and test reports to ensure accuracy and quality.

Key Responsibilities

  • Supports operations and reporting teams in analyzing historical trends, building and maintaining forecast models for short- and long-term forecasts, and providing input on improving metrics.
  • Build out arrival patterns based on the forecast.
  • Analyzing trends relative to scheduling and schedule staff accordingly to ensure optimal cost effectiveness, operational efficiency and service delivery.
  • Establishes a statistical baseline forecast for all departments. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc. to the Sr. Leadership team.
  • Partner with other areas, including Media, Finance and Operations to understand the key drivers of volume and incorporate into forecasting and planning.
  • Coordinate ongoing activities with Finance and Media teams related to headcount (variance analysis, budget/forecast development, etc.).
  • Monitor and Report variance analysis for both headcount and volume vs budget/forecast.
  • Manage long-term and short-term forecast.
  • Includes maintaining 21 day and 90 day views.
  • Support continuous improvement reporting and analytics needs, as well as, the production of all management reports and service metrics.
  • Develop and produce reporting to measure performance, analyze data and take any appropriate action to improve results.
  • Update workforce management and other data bases as changes occur.
  • Proactively identify and provide recommendations regarding new opportunities to improve business processes in the context of servicing customers.
  • Advise on hiring needs and business decisions based on forecasts and results.
  • Effectively communicate with employees at all levels of the business to ensure high quality and timely completion of work requests.
  • Other duties as assigned by management

Minimum Experience, Education and Qualifications

  • Bachelor's Degree in Business, Finance, Information Management or related field equivalent combination of experience and education required.
  • 3-5 years of Workforce Management, Production planning, scheduling management knowledge and experience using WFM software (Pipkins and InContact experience a plus).
  • 4-6 years' experience in an analytical and/or reporting role.
  • Advance knowledge of Excel.

Knowledge, Skills and Abilities

  • Strong experience with data analysis tools and abilities such as SQL, Microsoft Excel, Access, PowerPoint etc.
  • Must have the ability to demonstrate strong analytical skills, with emphasis on forecasting
  • Must possess complex problem solving, judgment, critical thinking and decision making skills.
  • Ability to be highly organized with an emphasis on accuracy and timeliness required.
  • Proven ability to take ambiguous data questions, translate them into a clear analytical plan, and produce concise summary outputs that include recommendations based upon core findings.
  • Proven ability to proficiently communicate complicated data and analytical problems verbally, in writing, or in presentation form to core stakeholders and partners across the enterprise.
  • Demonstrate strong verbal and written communication skills.
  • Takes initiative in situations in anticipation of needs.
  • Skilled in organizing tasks and establishing priorities.
  • Must be a team player with a positive attitude and willingness to pitch in where needed.
  • Ability to maintain confidentiality with regards to sensitive information.
  • Must be able to work a flexible schedule including day and/or evening hours.


Great HealthWorks
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