Work Force Management Analyst (Call Center)

100% REMOTE: Pay: $40-$47/hr REQUIRED: Must have WFM background. Must have Excel, must have PowerPoint. Must have the ability to pull a report Must be beyond just an analyst – must have a ability to investigate issues that reach down to the individual level Analysts are good but they need someone who can actually ‘move the needle’ – they do need someone who can report (not forecast or create a schedule) What he means by move the needle – do they notice certain names that pop up – can they investigate if there is a learning gap with someone or if the person is having other issues Ideally you want someone from a call center with 500 – 1000 individuals Healthcare experience not required. Bachelors preferred / not required Job Description: Day to day: monitoring call center activity, schedule adjustments, reporting, identifying issues down to the specific individual Common anomalies will be call volume – for example why does one person have 500 – 1000 calls in a day – what’s the issue. Is it a system issue, are they hanging up on a lot of folks? Something else? This person will be monitoring a call center. The daily tasks include the following: - Monitoring the status of phone agents - Monitoring telephone queues - Communicating with agents o regarding schedule adherence o regarding schedule adjustments - Communicating with supervisors o about agent status o about phone queue mitigation o about skill changes - Updating meetings, callouts, etc. - Coordinating ad hoc off-line time with the supervisors throughout the day. Description Details What are the top 3-5 skills requirements should this person have? Attention to details Experience with Excel, Visio and PP Able to create detailed documentation (synopsis, training guides, etc.) Data analytical aptitude Excellent communication skills What is a nice to have (but not required) regarding skills, requirements, experience, education, or certification? o WFM (Work Force Management) experience as Analyst o Contact Center experience 1. What type of environment is this person working in? o Combination of team and independent Responsible for supporting Workforce Management (WFM) application for a medium size Agent Contact Center. This analyst will be supporting the WFM Team, Contact Center Agents, and Leadership with the goal of creating a remarkable impact for our patients and healthcare providers. Position will be responsible for ensuring the right resources are in the right place at the right time to reduce cost, support operational growth, and ensure the appropriate and productive utilization of contact center resources. Applicant will maintain and update Forecast, Agent Schedules, Intraday, Shrinkage, Reporting and supporting real time contact center operations. Reviews, analyzes, and evaluates business systems and user needs. Documents requirements defines scope and objectives and formulates systems to parallel overall business strategies. May require an associate degree in a related area and 3+ years of experience in the field or in a related area. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Generally, supports commodity or generic/unspecified skills, such as Application Support, Business Analyst, Compliance Consulting, Domaine SME, SharePoint BSA. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a manager or a team Lead. Responsibilities: Support Contact Center Workforce Management (WFM) processes for Forecasting, Scheduling, intraday, shrinkage and Reporting Analytics to ensuring business goals, objectives, and service level agreements are satisfied. • Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators. • Maintain and update schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time. • Develop, analyze, and deliver WFM and Contact Center reports with lessons learned from prior day/week/month. • Maintain and adjust agent resource assignments ensuring they receive the right calls at the right time. • Review and approve agent time off and schedule change requests. • Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement.