Sr. Sales and Operations Planning Analyst

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.

The Senior Sales & Operations Planning Analyst plays a key role in the sales center team, driving the achievement of company telephonic goals. In this senior-level role, you will be responsible for analyzing and optimizing workforce management processes to enhance operational efficiency. You will lead efforts in workforce forecasting, scheduling, and performance analysis to ensure maximum productivity and resource allocation. This strategic position requires a data-driven mindset, strong problem-solving abilities, and an in-depth understanding of workforce dynamics in a fast-paced, high-volume environment.

What you will do:

• Subject Matter Expert (SME) on IEX: Serve as the go-to expert on all aspects of the IEX Workforce Management system, providing guidance and troubleshooting support to ensure optimal use across the organization.
• Forecasting & Scheduling: Develop and adjust accurate weekly forecasts for all functional areas of the business, ensuring alignment with operational goals and business requirements. Create and update department-specific schedules on a monthly basis, ensuring full accuracy and alignment with forecasted needs.
• Service Level Management: Monitor queue service levels proactively and make real-time adjustments to resource allocation to ensure optimal performance and adherence to service level agreements.
• PTO Management: Evaluate and respond to agent Paid Time Off (PTO) requests in a timely manner, ensuring appropriate coverage and minimal disruption to service levels.
• Outbound Dialer Maintenance: Oversee and perform outbound dialer tasks, including daily file management and list uploads, ensuring all processes are running smoothly and effectively.
• Advanced Schedule & Adjustment Support: Address and resolve more complex user questions regarding schedules, adjustments, and system-related issues, offering effective solutions and guidance to team members.
• Overtime (OT) Management: Assess overtime needs based on forecasting data and business requirements, track and post OT slots to meet staffing demands, and ensure proper allocation and …