Workforce Analyst

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet Pet Health Care. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.​

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As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our dedicated team as a Workforce Analyst and will be based remotely.​

Summary

The Workforce Analyst for Digital Design Operations is responsible for monitoring daily queue performance and Designer skilling to support our growing digital design business, which includes dentures and implants. This role will work remotely to oversee the intra-day monitoring and escalations for the Digital Design teams. The Workforce Analyst will collaborate directly with the Workforce Manager to ensure service level expectations are met.

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​Essential Functions and Responsibilities:

• Monitor queue performance, including escalation of concerns to Workforce and Operations Managers.

• Skilling / reskilling of Designers in our workflow application as needed to achieve service level expectations.

• Realtime Case reassignments, as needed.

• Entry of intraday schedule exception entries (Absences, trainings, Meetings, etc.)

• Monitoring and escalation of intraday schedule adherence/productivity.

• Onboarding, Tracking and Maintenance of employee profile data (start dates, certified skills, etc.)

• Collaborate with WFM Scheduler/Manager on volume and staffing trends.

• Reports responsibilities.

Minimum Qualifications:

• A minimum of 2-3 years of experience in Workforce Management, Analytics or Reporting.

• Experience with workforce management tools and systems and their application 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.

• The ability to conduct up to 25% domestic travel.