Senior Workforce Management Analyst

The Senior Associate, Outbound will serve as the primary WFM lead for all outbound calling teams, including Member Outreach, Complex Case, SCOUT, Service Recovery, Community Guide, and Pharmacy Guide teams. Responsibilities include developing and implementing outbound-specific forecasting models, partnering with clinical and member engagement teams to optimize outbound calling strategies, and designing and managing scheduling frameworks. The role involves developing and maintaining throughput forecasting models, creating daily, weekly, and monthly staffing plans, analyzing historical outbound data, and delivering consistent reporting on volume, productivity, member reach, and call outcomes. Additionally, the associate will ensure outbound lists are prioritized correctly, flag duplicate or exhausted outreach efforts, recommend optimizations, and configure and manage Orinoco's Get Next Outreach (GNO) function and campaign assignments.