Remote Resource Planning Analyst – Workforce Management & Data Operations Specialist (Work From Home)

Join arenaflex: Where Data Meets Purpose in Healthcare Workforce Excellence

Are you a detail-oriented professional with a passion for optimizing operations, analyzing complex data sets, and driving efficiency in a fast-paced healthcare environment? arenaflex, a leading innovator in healthcare services and workforce management solutions, is seeking a highly motivated Remote Resource Planning Analyst – Workforce Management & Data Operations Specialist to join our dynamic, fully remote team. This is more than just a data entry or customer support role—it is a strategic position that sits at the intersection of analytics, operations, and people-centered problem solving.

At arenaflex, we believe that exceptional customer outcomes begin with exceptional workforce planning. Our organization partners with clinical programs and healthcare operations across the United States to deliver seamless service experiences for millions of members. As a Resource Planning Analyst, you will play a critical role in ensuring that the right people, with the right skills, are scheduled at the right time to meet service level agreements and exceed performance benchmarks. If you thrive in environments that demand precision, analytical thinking, and proactive decision-making, this opportunity is designed for you.

About the Role

The Remote Resource Planning Analyst at arenaflex is responsible for upholding a robust assortment of resource planning capabilities across multiple clinical programs. Your primary mission will be to guarantee proper staffing by department, ensure service levels are consistently met, and contribute to continuous improvement initiatives across the workforce management ecosystem. This position requires a unique blend of technical proficiency, analytical horsepower, and outstanding communication skills.

You will operate in a fully remote capacity, with standard working hours of Monday through Friday, typically 10:30 AM to 7:00 PM CST, with occasional Saturday shifts. The annual salary range for this position is $35,000 to $40,000, commensurate with experience and qualifications. This is a full-time, year-round opportunity that offers meaningful work, professional development, and the flexibility of working from home.

Key Responsibilities

• Real-Time Monitoring and Adjustment: Conduct intraday and real-time monitoring of Avaya CMS, Five9, CAS disconnected lines, Verint WFM, Viewpoint, Avaya Predictive Dialer, and CAS for volume tracking, including inbound calls, outbound calls, faxes, and other disconnected functions, while accounting for non-production time such as meetings and training sessions.
• Workflow Optimization: Adjust workflows, skills, staff assignments, and schedules dynamically to ensure service levels and performance goals are consistently achieved, including monitoring employee adherence to scheduled plans.
• Meeting Participation and Presentations: Actively participate in and present at ad hoc, daily, weekly, and quarterly meetings with colleagues and team members regarding workflow, scheduling concerns, forecasts, and staffing changes.
• Data Management and Reporting: Generate, maintain, and distribute reports and data within CMS, Verint WFM, and other relevant databases and resources to support operational decision-making.
• Professional Communication: Maintain timely and professional email correspondence addressing service levels, business issues, and stakeholder concerns.
• Time-Off Administration: Review waitlisted PTO requests for additional approvals that may fall within business parameters, ensuring appropriate coverage is maintained.
• System Support: Provide system support for new hires and employee terminations, ensuring data integrity across all workforce management platforms.
• Professional Development: Continuously develop and maintain skill sets relevant to workforce management and career advancement within the organization.
• Forecasting and Scheduling Support: Assist in forecasting and scheduling all call center functions, including telephone and disconnected or administrative center functions within multi-skill, multi-site environments.
• Workload Determination: Help determine appropriate workload allocations to complete intraday and ongoing monitoring of call metrics, as well as plans for requests to meet service levels and turnaround times.
• Process Improvement: Promote a positive work environment, collaborate as a proactive team member, and initiate ideas to continuously improve processes and protocols related to workforce management for the Clinical Common Organization.

Essential Qualifications

• Educational Background: A Bachelor's Degree is required. Equivalent combinations of education and work experience will also be considered.
• Customer Service Experience: A minimum of 2 years of experience in a high-volume customer service environment with direct involvement in workforce management.
• Data Analysis Experience: A minimum of 1+ year of experience in data analysis, data mining, and the interpretation and consolidation of call center volume forecasting data.
• Technical Proficiency: A minimum of 6+ months of experience in the applied use of intraday and real-time monitoring of Avaya CMS, CAS disconnected lines, Verint WFM, Viewpoint WFM, or IEX workforce management tools, including cloud-based and Avaya-equivalent dialer programs.
• Complex Problem Solving: Demonstrated ability to identify, analyze, and solve complex problems considering multiple factors from diverse data sources, often within tight time constraints.
• Communication Skills: Exceptional written and verbal communication skills, including the ability to provide effective correspondence through email, office communicator, Skype, and presentations via WebEx and phone calls.
• Organizational Skills: Proven ability to organize, prioritize, and manage multiple tasks simultaneously with a high level of attention to detail.
• Self-Motivation: A self-starter with strong attention to detail and the ability to work independently with minimal supervision.
• Adaptability: Ability to thrive in a high-production, time-sensitive environment and effectively manage multiple competing priorities.
• Collaborative Mindset: Demonstrated ability to work with diverse groups to gather, analyze data trends, and communicate staffing and scheduling needs to Operations, Vendors, Clients, and other internal stakeholders.

Preferred Qualifications and Nice-to-Haves

• 3 to 5 years of experience in a high-volume customer service environment with hands-on workforce management experience.
• Experience with forecasting and scheduling within a PBM (Pharmacy Benefit Management) setting.
• High School Diploma or GED required; Associate's degree or Bachelor's degree strongly preferred.
• Capacity to learn new software platforms quickly and independently.
• Ability to break new ground and propose innovative solutions to longstanding challenges.
• Experience acquiring and analyzing large data sets to extract actionable insights.

Skills and Competencies for Success

To excel as a Resource Planning Analyst at arenaflex, you will need to bring a robust toolkit of skills and competencies. Analytical thinking is paramount—you will be interpreting call volume data, identifying trends, and making recommendations that directly impact staffing decisions. Technical fluency with workforce management systems such as Verint WFM, Avaya CMS, Five9, and CAS is essential, as is the ability to learn new platforms as the organization evolves.

Time management and organizational prowess will serve you well in balancing multiple priorities, from real-time monitoring to long-term forecasting. Communication skills—both written and verbal—will be exercised daily as you present findings, respond to stakeholder inquiries, and collaborate with cross-functional teams. Finally, a continuous improvement mindset will help you identify opportunities to enhance processes, protocols, and overall operational efficiency within the Clinical Common Organization.

Career Growth and Learning Opportunities at arenaflex

At arenaflex, we are deeply committed to the professional development of every team member. As a Resource Planning Analyst, you will have access to ongoing training programs, mentorship opportunities, and pathways for advancement into senior workforce management roles, operational leadership positions, and specialized analytics functions. Our culture encourages internal mobility, and we celebrate team members who demonstrate initiative, curiosity, and a drive to grow.

You will be exposed to cutting-edge workforce management technologies and methodologies, giving you a competitive edge in the rapidly evolving field of healthcare operations. Whether you aspire to deepen your expertise in data analytics, transition into a people management role, or specialize in forecasting and strategic planning, arenaflex provides the resources, support, and encouragement you need to achieve your career aspirations.

Work Environment and Company Culture at arenaflex

arenaflex fosters a culture rooted in collaboration, innovation, and respect. Even as a fully remote employee, you will be a valued member of a tight-knit team that prioritizes communication, transparency, and mutual support. Our virtual workplace is designed to ensure that every team member feels connected, engaged, and empowered to contribute meaningfully.

We believe that diversity of thought, background, and experience strengthens our organization. arenaflex is an equal opportunity employer that celebrates individuality and is committed to creating an inclusive environment for all employees. Our leadership team models humility, accessibility, and a genuine investment in the well-being of every team member.

Compensation, Perks, and Benefits

This full-time, remote position offers an annual salary in the range of $35,000 to $40,000, depending on experience and qualifications. Beyond competitive compensation, arenaflex provides a comprehensive benefits package that may include:

• Comprehensive medical, dental, and vision insurance options
• Paid time off, including vacation days, sick leave, and recognized holidays
• Retirement savings plan with potential employer matching
• Professional development reimbursement and continuing education support
• Flexible work-from-home arrangement with home office setup assistance
• Employee wellness programs and mental health resources
• Life and disability insurance coverage

Specific benefits offerings will be discussed in detail during the interview process. arenaflex is committed to providing a total rewards package that supports the health, financial security, and personal well-being of every team member.

Apply Today and Shape the Future of Healthcare Workforce Management

If you are a data-driven professional with a passion for workforce optimization, a knack for solving complex problems, and a desire to make a tangible impact in the healthcare industry, we invite you to apply for the Remote Resource Planning Analyst position at arenaflex. This is your opportunity to join a forward-thinking organization that values your expertise, invests in your growth, and empowers you to do meaningful work from the comfort of your home.

At arenaflex, every data point tells a story, every schedule reflects a commitment to service excellence, and every team member contributes to our collective mission of improving healthcare outcomes through operational precision. We are excited to welcome a new analytical mind and collaborative spirit to our team. Take the next step in your career—apply today and discover what it means to be part of the arenaflex family.