Sales & Operations Planning Specialist

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.

Role Overview:

The Sales & Operations Planning Specialist is an integral member of the sales center team by ensuring that company telephonic goals are met.  This position’s primary area of responsibility encompasses monitoring telephone delivery and the ability of the center to answer them in a timely fashion.  Additional responsibilities include using the workforce optimization tool to create and modify agent schedules, some Excel-based reporting distribution, and ensuring our agents are set up with the correct skills to service the assigned calls.    

What you’ll do:

• Monitor agent working shifts as assigned and as expected, reporting areas of opportunity to management
• Run and post daily call center reports
• Process real-time exception requests and update the Workforce Management system
• Aggressively monitor the service level of each queue and reallocate resources as needed
• Evaluate and respond to agent PTO requests
• Outbound dialer maintenance tasks including adding files, processing Do Not Call requests and reporting
• Investigate and resolve user questions regarding schedules and adjustments
• Respond to and track overtime requests
• Assist Senior S&OP Analysts with planning short- and long-term scheduling needs, based on business requirements, and placing activities on agent schedules
• Monitor attendance and update schedules accordingly
• Analyze and adapt to intraday volume shifts and identify root cause
   

Who you are:

• 2+ years’ experience in a call center environment, WFM real time analyst role. 
• Proficiency with Microsoft Office, especially focused in Excel: Pivot tables, V-look up’s, Sort, Filter
• Experience with NICE Workforce Optimization WFM Tool, IEX

• Experience and understanding of call center dynamics, including staffing, queues, and performance measurements
• Ability to analyze call center statistical data
• Initiative and willingness to take independent action where appropriate
• Proficiency with Microsoft Office, especially focused in Excel
• Ability to work as part of a team and as an individual contributor, with proper training, making proper decisions based on business needs with or without feedback from senior members of the team

*Please note the above is a summary of responsibilities; a full job description is available upon request.

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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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Hourly Pay Rate -25.50 USD Hourly

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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.