Workforce Operations Specialist
Position: Workforce Operations Specialist Status: Full Time Location: Open to Remote - HQ is located in Fort Lauderdale, FL Dress code: Business Casual, Casual Fridays Company: Health Insurance Alliance, LLC (Supporting the full Ecosystem)
About Us
Health Insurance Alliance is seeking a specialized Workforce Operations Specialist to join our growing team and ecosystem. Since launching in 2017, we have become a national leader in technology-driven health insurance sales. Our technology platform powers consumer acquisition, lead routing, agent enablement, and call center operations within a highly regulated, performance-driven environment. As we continue to scale, we are strengthening our Operations function to support greater workforce efficiency, productivity, and operational consistency across the organization. This role will play a critical part in supporting our call center operations and driving operational impact across our broader ecosystem. As our Workforce Operations Specialist, you will work closely with the COO of Health Insurance Alliance and collaborate cross-functionally across the organization to help shape workforce strategy, planning practices, and employee-centered HR execution. This role will own workforce planning, analytics, forecasting, schedule adherence, and operational reporting, while also serving as support with HRIS management and leave tracking. Sitting at the intersection of Operations and HR, the ideal candidate will demonstrate strong analytical ability, sound judgment, operational discipline, and the ability to partner cross-functionally while maintaining HR integrity and compliance. The Opportunity Workforce Planning & Operational Analytics ( 90%)
- Owning scheduling, workforce planning and forecasting to support business demand, staffing levels, and seasonal volume fluctuations.
- Monitoring and analyzing schedule adherence, attendance trends, overtime usage, and attrition impacts.
- Partnering with Operations leadership to provide capacity modeling, staffing recommendations, and scenario planning.
- Building and maintaining workforce dashboards and reports to surface insights and risks.
- Identifying patterns related to absenteeism, productivity, and burnout, escalating concerns with data-driven recommendations.
- Supporting operational planning by translating workforce data into actionable insights while maintaining neutrality and independence from performance management decisions.
HR Operations ( 10%)
- Serving as the support administrator for HRIS (ADP Workforce Now), ensuring data integrity, audits, and timely employee lifecycle transactions.
- Overseeing PTO, unpaid leave, and FMLA tracking in alignment with scheduling.
- Creating and maintaining SOPs for HR operations, workforce tracking, and leave management workflows.
What you bring to the table
- 5+ years of experience in Workforce Management or People Analytics, preferably in a call center or high-volume workforce environment.
- Strong experience with schedule adherence, forecasting, and capacity planning.
- Hands-on experience administering HRIS platforms (ADP Workforce Now strongly preferred).
- Hands-on experience with Verint, Assembled, Calabrio (WFM tools) & Five9
- Working knowledge of FMLA, PTO policies, and unpaid leave tracking.
- High attention to detail with a strong sense of ownership over data accuracy and compliance.
- Ability to translate data into clear insights for both HR and Operations stakeholders.
- Strong communication skills and confidence partnering with senior leaders.
- Proven ability to maintain confidentiality, neutrality, and sound judgment in sensitive matters.
- Experience supporting hourly, performance-driven, or sales-based workforces.
- Comfort operating in fast-paced environments with changing demand.
- Advanced reporting or dashboard skills (Excel, Google Sheets, BI tools a plus).
- Ability to balance business needs with employee experience and compliance.
Location & Hours
- Our HQ is located in Fort Lauderdale, Florida, 33334 - We are open to remote/ hybrid candidates.
- Hours of operation: 9 AM- 6 PM (EST) Monday - Friday
Compensation
- Range: $70-90K / year
Benefits
- Competitive Compensation + Performance Incentives
- Company Health, Dental, Vision Insurance (Optional to opt in after 3 month Probationary Period)
- 15 Days PTO, accrual starts after 3 months Probationary Period over the calendar year.
- 401 K + Matching Program (Optional to opt in after 3 month Probationary Period)
- Great Career development opportu