Remote Resource Planning Analyst – Data Entry, Customer Support & Workforce Optimization for arenaflex

About arenaflex – Pioneering Remote Healthcare Solutions

arenaflex is a leading provider of innovative health services, delivering high‑quality care to millions of members across the United States. Our mission is to empower patients, providers, and partners through technology‑driven solutions that simplify complex healthcare processes. As a fully remote‑first organization, arenaflex embraces flexibility, collaboration, and continuous improvement, creating an environment where talent can thrive from any location.

Why This Role Matters

The Resource Planning Analyst position is a cornerstone of arenaflex’s Clinical Operations team. You will ensure that every call center, tele‑health hub, and support desk is staffed with the right people at the right time, guaranteeing seamless service delivery for our members. By monitoring real‑time data, adjusting schedules, and providing actionable insights, you will directly influence service levels, operational efficiency, and overall member satisfaction.

Key Responsibilities

• Perform intraday and continuous monitoring of Avaya CMS, Five9, CAS disconnected lines, Verint WFM, Viewpoint, and Avaya Prescient Dialer to track inbound/outbound call volumes, fax traffic, and non‑productive time (e.g., meetings, training).
• Analyze staffing metrics and adjust workforce schedules to meet service level agreements (SLAs) and performance targets, ensuring adherence to planned staffing models.
• Maintain and update critical data sets in CMS, Verint WFM, and related reporting tools, guaranteeing data integrity for forecasting and decision‑making.
• Collaborate with cross‑functional teams—including Operations, Business Partners, Clients, and internal stakeholders—to resolve scheduling conflicts, forecast demand, and communicate staffing changes.
• Produce and distribute daily, weekly, and quarterly reports that highlight call volume trends, staffing gaps, and performance insights.
• Respond promptly to internal communications (email, chat, Skype, Webex) with professional, solution‑focused messaging that supports operational goals.
• Support onboarding and training initiatives for new hires, ensuring they understand scheduling tools, reporting processes, and performance expectations.
• Identify opportunities for process improvement, propose enhancements to workforce management practices, and champion continuous‑improvement initiatives.
• Participate in ad‑hoc projects, data‑mining activities, and strategic planning sessions to drive long‑term workforce optimization.
• Maintain a positive, collaborative workplace culture by acting as a team player, sharing ideas, and fostering open communication.

Essential Qualifications

• Minimum 2 years of experience in a high‑volume client support environment with a proven track record in workforce planning.
• At least 1 year of hands‑on experience with data analysis, data mining, or call‑volume forecasting.
• Minimum 6 months of direct experience using Avaya CMS, CAS disconnected lines, Verint WFM, Viewpoint WFM, or comparable cloud‑based dialer platforms.
• Bachelor’s degree (or equivalent combination of education and experience) in Business, Operations Management, Data Analytics, or a related field.
• Demonstrated ability to interpret complex data sets, identify trends, and present actionable recommendations under tight deadlines.
• Exceptional written and verbal communication skills, with the ability to craft clear, concise messages for diverse audiences.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook) and familiarity with data visualization tools (e.g., Power BI, Tableau) is a plus.
• Strong organizational skills, meticulous attention to detail, and the capacity to manage multiple priorities simultaneously.
• Self‑motivated, proactive, and comfortable working independently in a remote environment.

Preferred Qualifications & Skills

• Experience in a Pharmacy Benefit Management (PBM) setting or similar healthcare‑focused operations.
• Advanced analytical skills, including SQL or other query languages for extracting data from large databases.
• Familiarity with workforce management best practices, such as Erlang calculations, shrinkage modeling, and intraday adjustments.
• Certification in Workforce Management (e.g., Certified Workforce Management Professional – CWMP) or related credentials.
• Demonstrated problem‑solving abilities, with a track record of implementing process improvements that reduce waste and increase efficiency.
• Ability to build strong relationships across functional teams, influencing decisions without direct authority.
• Experience with remote collaboration tools (e.g., Slack, Microsoft Teams, Zoom) and a proven ability to maintain high engagement levels in a virtual setting.

Core Competencies for Success

• Analytical Thinking: Ability to dissect large volumes of data, spot patterns, and translate findings into strategic staffing actions.
• Communication: Clear, concise, and professional communication across email, chat, and virtual meetings.
• Adaptability: Thrive in a fast‑changing environment, quickly adjusting schedules and priorities as call volumes fluctuate.
• Collaboration: Work effectively with cross‑functional teams, fostering a culture of shared ownership and continuous improvement.
• Technology Savvy: Comfortable navigating multiple workforce management platforms and learning new tools as needed.
• Customer‑Centric Mindset: Understanding that every staffing decision directly impacts the experience of arenaflex members and providers.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Resource Planning Analyst, you will have access to:

• Structured onboarding and mentorship programs to accelerate your ramp‑up.
• Continuous learning subscriptions (e.g., LinkedIn Learning, Coursera) for skill expansion in data analytics, workforce management, and healthcare operations.
• Opportunities to lead cross‑functional projects, gaining visibility with senior leadership.
• Clear career pathways toward senior analyst, workforce management lead, or operations manager roles within arenaflex’s expansive network.

Work Environment & Culture at arenaflex

Our remote‑first culture is built on trust, flexibility, and inclusion. Key aspects of life at arenaflex include:

• Flexibility: Choose a work schedule that aligns with your personal commitments while meeting core business hours (typically 10:30 AM – 7:00 PM CST).
• Collaboration: Regular virtual huddles, team‑building events, and knowledge‑sharing sessions keep you connected to colleagues across the nation.
• Well‑Being: Comprehensive wellness programs, mental‑health resources, and a supportive environment that values work‑life balance.
• Diversity & Inclusion: A commitment to fostering an inclusive workplace where every voice is heard and respected.
• Technology‑Enabled: State‑of‑the‑art tools and secure home‑office setups to ensure you have everything you need to succeed.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary ranging from $35,000 to $40,000 annually, commensurate with experience and expertise.
• Performance‑based bonuses tied to service level achievements and operational improvements.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with company matching contributions.
• Paid time off (PTO), holidays, and flexible sick leave.
• Professional development stipend for certifications, conferences, and continuing education.
• Home‑office stipend to cover equipment, ergonomics, and internet expenses.
• Employee assistance program (EAP) for personal and professional support.

Application Process

If you are a data‑driven, detail‑oriented professional who thrives in a dynamic, remote environment, we want to hear from you. Join arenaflex and play a pivotal role in shaping the future of healthcare delivery.

To apply, click the link below and submit your resume, cover letter, and any relevant certifications. Our recruiting team will review your application and reach out to schedule a virtual interview.

Apply Job!

Take the Next Step

At arenaflex, your expertise will directly impact the health and well‑being of millions. Embrace the flexibility of remote work, the challenge of high‑volume data analysis, and the satisfaction of contributing to a mission‑driven organization. Apply today and become part of a forward‑thinking team that values innovation, collaboration, and personal growth.