DayTwo Is looking for a Workforce Analyst to join our rapidly growing Member Enrollment Team!!

The Workforce Analyst is responsible for analyzing call center and care team operational performance utilizing workforce management models, tools, and systems to ensure optimum scheduling, forecasting, intra-day and real time monitoring, and reporting. Coordinate with call center and clinical leadership to ensure staffing is maximized. Contribute to consistently achieving service level goals by efficient headcount management. Ensure registered dietitians are appropriately staffed and assigned to members based on licensure requirements. Administer workforce management system including, but not limited to, assuring data integrity, updating the dashboards & databases.

About DayTwo:

The future of health tech is precision. Join us in building a world in which people use their own biology to make lasting improvements to their wellbeing. We’re an ambitious microbiome-based precision health company committed to creating individualized solutions for the epidemic of chronic conditions, starting with diabetes, prediabetes, and clinical obesity.

SCIENCE: Backed by ten years of science, DayTwo has the world’s largest and richest microbiome discovery platform. Our solution uses microbiome profiling and AI to predict exactly how each individual will respond to foods— before they take a bite! Using a clinically proven food-as-medicine approach supported by a dedicated dietitian and virtual care team, our members reduce medications, avoid surgery, and reconnect with the joy of being healthy. The best part? They do this while eating the foods they love.

SET FOR GROWTH:

DayTwo is in a period of high growth. We have a large member base, both in the US and internationally, with a focus on employer and payer markets. Thanks to our 80,000 members and their phenomenal outcomes, we are now working with Fortune 500 companies, national insurance providers, and hospital systems, all while keeping our focus on making a meaningful impact one member at a time.

Roles and Responsibilities:

• Responsible for real time monitoring & adherence to established service levels and KPI’s
• Provide real-time ticket, telephony & chat monitoring to make intra-day adjustments to maximize performance and achieve service level objectives
• Manage and load Dialer and create call campaigns by client and region to ensure SLA’s and performance guarantees are met
• Manage call center attendance and punctuality.
• Generate and publish reports hourly/daily/weekly/month as needed by call center and clinical leadership, while highlighting irregularities on a real time basis as it pertains to shrinkage, AHT, Short calls, meal, and break periods.
• Monitor leads in respective territories, prepare and load next file call campaigns accordingly to ensure that leads are called strategically.
• Build reports that track and trend patient Answer rates, conversion rates, retention rates etc. for each respective region nationally.
• Present & analyze and report to executives on reports and findings proactively.
• Complete and manage special projects as assigned.
• Manage Contact center skills and manage all offline activity to ensure that Service levels are tracked to be met.
• Monitor PTO requests and adjust calendars and staffing accordingly.
• Evaluate and ensure coverage to meet member demand.
• Determine optimal scheduling model and lead any necessary transitions to new model as needed.
• Project staffing needs as new clients are onboarded.
• Self-starter and independent, logical thinker with ability to perform detailed data analysis.

Position Requirements:

• Bachelor’s degree in healthcare business administration, operations management, or related field preferred
• 3 years of relevant work experience to include use of database and analytics solutions such as Salesforce, Salesforce Map, AWS and Power BI; command of Microsoft Excel and PowerPoint required.
• Previous call center WFM & Dialer experience is required
• Excellent verbal, written and visual communications skills
• Ability to multi-task and handle a large volume of concurrent priorities
• Excellent verbal, written, and visual communication skills
• Preferred Skills/Experience
• Extensive knowledge of workforce management forecasting, capacity planning, scheduling
• Exceptional experience loading patient files/leads/prospective members into Salesforce, identifying, and assigning territories/regions. Experience in managed care, delegated financial risk or value-based healthcare preferred
• Candidates with healthcare analysis at reputed professional service firms will be strongly considered.

What we offer!:

• Hybrid/Remote work model
• Opportunity to work in a dynamic, fast-paced, and innovative company that is transforming gut health for members around the world
• Very competitive compensation in the market
• Comprehensive medical, dental, vision and life insurance
• Flexible paid leave & vacation policy