Workforce Analyst – Digital Design Operations

Job Description

Workforce Analyst | Aspen Dental

The Tone:
This is a full-time role at The Aspen Group, located remotely in the United States. The Aspen Group is one of the largest 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 in four categories: dental care, urgent care, medical aesthetics, and animal health. This role is critical for monitoring daily queue performance and Designer skilling within the growing digital design business, which includes dentures and implants, ensuring service level expectations are met.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote, United States
• Pay: $55000–$70000 yearly
• Team: Collaborates directly with the Workforce Manager to support Digital Design Operations.
• Mission: Ensure service level expectations are consistently met by optimizing queue performance and Designer skilling for digital design business operations.
• Tech Stack: MS Office applications (specifically Excel), workflow application, Verint Workforce Management (a plus).

What You’ll Actually Do
• Monitor: Monitor daily queue performance and escalate concerns to Workforce and Operations Managers.
• Manage: Skill and re-skill Designers in the workflow application as needed to achieve service level expectations.
• Reassign: Perform real-time case reassignments as necessary to balance workload and maintain service levels.
• Record: Enter intraday schedule exception entries for absences, trainings, and meetings.
• Oversee: Monitor and escalate issues related to intraday schedule adherence and productivity.

The Must-Haves
• Background: A professional with 2-3 years of experience in Workforce Management, Analytics, or Reporting.
• Experience: Proven experience with workforce management tools and systems, including their application in non-call-center environments.
• Skills: Excellent communication skills with the ability to articulate complex ideas, proficiency in MS Office applications (specifically Excel), and proven ability to collaborate across teams.
• Bonus: Familiarity with Verint Workforce Management and the ability to conduct up to 25% domestic travel.