Dragonfly Health Benefits Overview

Develop workforce management reporting, forecasting models, and staffing analyses to support operational planning and resource allocation. Analyze performance trends, identify staffing gaps, improve scheduling and workforce processes, maintain WFM system data integrity, and support integrations with Avaya and other operational systems. The role also establishes reporting standards and presents insights to stakeholders across the organization.

Leads implementation operations and analytics by developing dashboards, reports, and performance measures; coordinating analytics, reporting, training, and client project requests; analyzing implementation and client data; managing surveys and feedback; improving Salesforce, Monday.com, and SharePoint usage; tracking milestones, risks, and resources; and aligning cross-functional teams to standardize processes and improve client outcomes.

Provides technical support for internal and external users, handling service requests, troubleshooting escalated SaaS and integrated system issues, configuring proprietary applications, and supporting hardware and web applications. The role documents incidents, trains users, researches IT products, participates in after-hours on-call support, and protects customer data and company intellectual property.