Sr. Sales and Operations Planning Analyst

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.

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 tracking throughout the year.
• Training & Development Planning: Coordinate and map out large-scale training schedules across all departments for the year, ensuring adequate coverage and minimal disruption to business operations.
• Skilling Updates: Perform daily skilling updates with 100% accuracy, utilizing established templates to ensure agents are properly assigned to meet business needs and customer demands. Ability to utilize advanced Excel formulas to make any necessary updates to skilling templates.
• Intraday Volume Analysis: Continuously analyze and adapt to shifts in intraday call volume, identifying root causes and making necessary adjustments to staffing levels to maintain operational efficiency.
• VTO Management & Auditing: Manage and consistently audit Voluntary Time Off (VTO) requests to align with daily company goals, ensuring staffing levels meet operational needs and performance targets.
• New Hire Onboarding: Administer all tasks related to new hire onboarding within the IEX and NICE systems, ensuring a seamless transition from training to nesting and ultimately into production, while ensuring that all systems are properly set up to support agents in their roles.

Basic Qualifications:

• 3+ years’ experience in a call center environment
• 1+ years’ experience in a S&OP Specialist role
• Must be currently working in the S&OP department

Preferred Qualifications:

• 6-months 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
• Excellent written and oral communication skills
• Hands-on working knowledge of Workforce Management systems (NICE, Calabrio, Aspect eWorkforce, etc.)
• 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 need with or without feedback from senior members of the team
• Strong interpersonal skills

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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 -$66,000 - $82,500

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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.