Manager, Sales and Operations Planning (Manager, Work Force Capacity Planning & Forecasting)

Join us in creating a better way!

At eHealth, our mission is to expertly guide consumers through their health insurance and related options when, where, and how they prefer. We’re creating a better way – one that’s transparent and trustworthy for both our consumers externally and our employees internally. 

Move your career forward while connecting countless people to the life- changing, quality care they deserve. Our diverse team of innovators supports one another in solving some of the toughest challenges. We’re always on the lookout for creative opportunities to do right by our customers, and each other. Together, we’re creating a better way to work, united by our common passion to make a difference.

As the Manager, Work Force Capacity Planning & Forecasting you will provide key strategic insights and analytics to meet dynamic business requirements, supporting our call center Sales and Operations teams. This position will be focused on providing long- and short-range forecast modeling for staffing and call volume needs, in addition to workforce management KPI reporting.

Build and maintain long-term and short-term call volume and call center staffing forecasting models for multiple sites & lines of business.  This role has the responsibility of ensuring service level goals are efficiently achieved within each line of business.  This role will provide call center staffing needs and call volume capacity direction to business owners in sales, marketing, and finance.   

This role is fully remote, the person may located anywhere in the US, however the primary work hours needed for this role are 8 am – 5 pm PST.

What you’ll do:

• Design and build forecasting models and templates for staffing and call volume needs to meet our daily and quarterly targets.
• Compile data using SQL, Tableau, and IEX to create analyses.
• Present staffing models to senior sales and operations leadership and be comfortable explaining assumptions and outputs.
• Partner with Finance, Sales and Marketing teams to create accurate daily and quarterly forecasts.
• Provide actual and normalized interval, daily, monthly, and yearly capacity forecast projections to finance, marketing, sales & leadership by contact center.
• Partner with business leaders to align workforce planning strategies with headcount needs and business initiatives.
• Research and analyze the impact of business issues associated with call center performance, including call trends, key performance indicators, schedule adherence, and off phone activities.
• Contribute to multi-layered “what if” scenarios to assess volume, staffing, performance, and cost impacts to changes in the business.
• Lead to the development of new processes and methodologies.
• Develop recommendations for high-visibility decisions based on data, business intelligence, and critical thinking.
• Demonstrate eHealth’s values in your behaviors, practices, and decisions.

What you’ll bring:

• Basic understanding of SQL and database concepts, with the ability to run queries and analyze data to support team objectives.
• 5+ years of experience managing capacity and call volume models in a call center environment.
• BA/BS degree required.
• Clear and concise written and oral communication.
• Advanced knowledge of Workforce Management systems (NICE In Contact and IEX).
• Mastery of Workforce Management concepts including forecasting calculations and inputs, shrinkage/overhead, utilization/occupancy, and how these concepts relate to staffing requirements and performance.

• Advanced-level proficiency with Microsoft Office, especially Excel, Word, and PowerPoint.
• Creative and flexible thinking, especially toward alternate ideas and what-if scenarios.
• Proficiency in root-cause analysis and applying learned lessons to future plans.

What we offer (benefits):

• Generous benefits include medical, dental and vision beginning on your first day of employment
• 401K with matching
• Tuition reimbursement
• Employee stock purchase program
• 12 company paid holidays and flexible time off (PTO for non-exempt)

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The base pay range reflects the anticipated pay range for this position. The actual base pay offered will depend on various factors including individual skills, experience, performance, qualifications, the department budget, and the location where work is performed. Base pay is one component of eHealth’s total rewards package, which also includes an annual performance bonus, plus an array of benefits designed to support employees’ personal and professional wellness. For more information on our total rewards offerings, please visit our career site.

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Base Pay Range -$79,500 - $99,400

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eHealth is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, national origin, age, marital status, sexual orientation, genetic information, disability, protected veteran status, or any other consideration made unlawful by applicable federal, state or local laws. The foundation of these policies is our commitment to treat everyone fairly and equally and to have a bias-free work environment.