As a Marketing Operations Strategy Associate, your will work be the driver for operations, analytics and strategy across GoHealth’s call center. You will be responsible for working with call center leadership to develop a strategy to manage the workforce. You will provide full operational support for our call center representatives from staffing to developing a robust training strategy. Projects will span across the company’s operational units and functions, with a focus on using analytics and business insights to identify high-impact opportunities and determine the optimal approach to capture them. We are looking for someone who is a team-player, driven and highly analytical.

Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding and each role day-to-day. Please consider that our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities’ and the CDC.

Responsibilities:

• Deeply understand our call center processes from hiring to staffing to ensure a smooth transition and onboarding of call center representatives
• Forecast call center staffing that will drive maximum agent utilization and productivity
• Work closely with call center leadership and other business stakeholders to develop a strategy for career progression for call center representatives
• Analyze current agent compensation structure and propose new ways to improve current structure
• Collaborate with marketing, training & development, and sales teams to develop a robust training strategy for our call center representatives
• Responsible for working with the compliance team and call center managers to improve quality assurance across the call center
• Work with the data team to create associated reports and track all metrics
• Introduce and manage change within the team, especially as it relates to process improvement and organizational structure
• Willingness to dig into data, take risks, experiment and be prepared to learn from it

Skills & Requirements: 

• Bachelor’s degree required
• 2+ years of work experience in business operations, consulting, workforce management, statistics or analytics
• Strong analytical, problem solving and multi-tasking skills
• A “love” for data – ability to manipulate data and use metrics to drive business results; excel experience is a must
• Strong communication skills and experience with working cross-functionally across various teams
• Expert at project management, able to independently manage multiple projects at various stages at one time
• Must be comfortable with pivoting quickly with changing requirements and priorities

Benefits and Perks: 

• Open vacation policy
• 401k program with company match
• Medical, dental, vision, and life insurance benefits
• Flexible spending accounts
• Commuter and transit benefits
• Professional growth opportunities
• Casual dress code
• Generous employee referral bonuses
• Happy hours, ping-pong tournaments, and more company-sponsored events
• Subsidized gym memberships
• GoHealth is an Equal Opportunity Employer