Workforce Analyst
The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S., supporting over 20,000 healthcare professionals and team members across nearly 1,500 health and wellness offices in 48 states. TAG provides centralized business support services to five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet Pet Health Care.
About the role
The Workforce Analyst for Digital Design Operations is responsible for monitoring daily queue performance and Designer skilling to support our growing digital design business, including dentures and implants. This remote role oversees intra-day monitoring and escalations for the Digital Design teams, collaborating directly with the Workforce Manager to ensure service level expectations are met.
Responsibilities
- Monitor queue performance, including escalation of concerns to Workforce and Operations Managers.
- Skill and reskill Designers in our workflow application to achieve service level expectations.
- Perform real-time case reassignments as needed.
- Enter intraday schedule exception entries (absences, trainings, meetings, etc.).
- Monitor and escalate intraday schedule adherence and productivity.
- Onboard, track, and maintain employee profile data (start dates, certified skills, etc.).
- Collaborate with WFM Scheduler/Manager on volume and staffing trends.
- Handle reporting responsibilities.
Requirements
- A minimum of 2-3 years of experience in Workforce Management, Analytics, or Reporting.
- Experience with workforce management tools and systems, particularly in non-call-center environments.
- Proven ability to collaborate across teams and functions to align workforce strategies with business objectives.
- Excellent communication skills, with the ability to articulate complex ideas to diverse audiences.
- Proficiency in MS Office applications, specifically Excel.
- Familiarity with Verint Workforce Management (a plus).
- Ability to conduct up to 25% domestic travel.
Pay
Base Salary Range: $55,000 - $70,000 (actual pay may vary based on experience, performance, and qualifications).
Benefits
- Paid time off
- Health, dental, and vision insurance
- 401(k) savings plan with company match