Workforce Analyst, Health-E Commerce
$28-33.50 / hr. + Discretionary Annual Bonus Eligibility: Up to 10%
More information about location
Connecting consumers to FSA & HSA eligible products
Be an early applicant
Connecting consumers to FSA & HSA eligible products
101-200 employees
Be an early applicant
$28-33.50 / hr. + Discretionary Annual Bonus Eligibility: Up to 10%
More information about location
101-200 employees
Company mission
To educate and support individuals as they embark on the path to personal health improvement.
Role
Who you are
- Minimum of 2–5 years of Workforce Management or analytics experience in a call center or contact center environment
- Strong understanding of call center metrics (SLA, ASA, AHT, occupancy, shrinkage, adherence)
- Advanced Excel skills (pivot tables, formulas, modeling)
- Experience forecasting and scheduling for multi-skill, multi-channel environments
- Strong analytical, problem-solving, and communication skills
- Experience working with BPO vendors or outsourced contact centers
- Familiarity with WFM tools (NICE, Verint, Calabrio, Playvox, Assembled, or similar)
- Experience supporting seasonal or high-growth environments
- Exposure to Zendesk, Salesforce, or similar CX platforms
- Ability to present data clearly to senior leadership
What the job involves
- The Workforce Analyst is responsible for forecasting contact volume, staffing requirements, and scheduling to ensure service level targets are met efficiently across all channels
- This role partners closely with Operations, BPO vendors, and leadership to balance customer experience, agent productivity, and cost control using data-driven workforce strategies
- Forecast contact volumes across channels/departments (phone, chat, email, SMS) using historical trends, seasonality, and business inputs
- Develop short-term, mid-term, and long-term staffing models
- Translate forecasts into required staffing levels based on AHT, shrinkage, service level goals, and occupancy targets
- Identify risks related to under or over-staffing and proactively recommend mitigation plans
- Build and maintain agent schedules aligned to forecasted demand and operational constraints
- Monitor real-time performance and make intraday adjustments (OT, VTO, schedule changes, skill rebalancing)
- Partner with supervisors and BPO teams to address adherence, attendance, and schedule compliance
- Support surge planning, holidays, product launches, and peak seasons
- Produce regular WFM reports covering service levels, staffing vs demand, occupancy, shrinkage, and adherence
- Analyze performance drivers impacting SLA, abandon rate, ASA, and customer experience
- Provide actionable insights and recommendations to leadership
- Support with reporting and business cases related to staffing, cost, and efficiency
- Work closely with BPO partners to align forecasts, staffing plans, and performance expectations
- Support new channel launches, pilot programs, and operational changes with workforce modeling
Our take
Health-E Commerce is one of the digital health industry’s leading providers of direct-to-consumer pre-tax health and wellness accounts. It is the parent company for a family of brands including FSA Store, HSA Store and WellDeserved. Combined, these serve millions of consumers in the US.
The company has flourished as an increasing number of Americans are using their workplace benefits to design healthcare solutions at a time of rising costs. Health-E Commerce’s brands have become trusted solutions for millions of consumers shopping with FSA (Flexible Spending Account) and HSA (Health Savings Account) currency.
The company has remained focused on continuous improvement and development of new/expanded offerings. This sets up Health-E Commerce nicely to remain a top player in the space.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Jul 2012
$2.2m
SERIES A
Apr 2011
$0.9m
SERIES A
Total funding: $3.1m
Company HQ
Dallas Downtown Historic District, Dallas, TX
Leadership
Zack Peckham
(CEO)Zack joined Health-E Commerce in 2017 as VP of Strategy, moving into the role of CFO in 202 and CEO in 2025. Prior to this, he spent nearly 5 years at Afton Capital PArnters as a Principal.
Stuart Hill
(CFO)Prior to joining Health-E Commerce in 2025, Stuart was the CEO of Kate Somerville Skincare and CFO of Unilever Prestige, Paula's Choice Skincare, and Dermalogica.
Keri Kaiser
(CRO)Prior to joining Health-E COmmerce in 2022, Keri spent 10 years at Children's Health as a VP then Senior VP of Marketing and Communications and then Chief Marketing and Experience Officer, SVP of Marketing, Communications and Experience.
Bhargav J. Shah
(Chief Product & Technology Officer)Alongside Health-E Commerce, Bhargav is the Founder and CTO of RSDB Consulting. Previously, he was the CTO of One Technology and Chief Information Officer at Pier 1 Imports and IntegraCore.
Rachel Rouleau
(CCO)Rachel joined Health-E Commerce in 2013 as a Compliance Director, she then moved into the role of VP of Compliance in 2022 and CHief Compliance Officer in 2022. Previously, she spent 4 years at WageWorks in various COmpliance/Communications roles.
Vik Panda
(CDHO)Prior to Health-E Commerce, Vik spent 19 years as a self-employed Consultant/Advisor. He was also the COO at Maximus and GM at Thirty Madison.
Seiya Vogt
(CMO)Prior to Health-E Commerce, Seiya spent 3 years at Thiry Madison as a VP of Marketing. He also worked as a VP of Marketing & Growth at Boxed.
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