Job type full-time
Full job description
From intake to outcomes, caremetx is dedicated to supporting the patient journey by providing hub services, innovative technology, and decision-making data to pharmaceutical, biotechnology, and medical device innovatorsCaremetx is a growing organization that has developed an industry leading patient access platform coupled with our service center teamThe blend of technology and services is core to our offering for pharmaceutical manufacturers.
Job title: workforce management analyst
While reporting to the workforce management manager, the workforce management analyst will be responsible for tactical planning and schedule adjustments, intra-day management, and historical trend analysis to ensure the call center achieves service levels and key performance indicators on a daily and interval basisKey responsibilities include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver a world-class service while controlling expensesAreas of focus include, but are not limited to scheduling, daily staffing requirements, forecasting procedures, service level, outliers, handle times, shrinkage, occupancy, and other key contact center metricsDaily and ad-hoc report generation, intra-departmental communication and relationship building are key aspects of this roleThis multi-skilled, dynamic environment requires the workforce management analyst to utilize the contact center tools in the interactive five9 workforce management platform, and ms office suite of applications to ensure standards established by our clients and internal operating standards are achievedThe successful candidate must have 3 years of wfm experience in a contact center with 100+ agents, multi-channel contact center experience, a solid understanding of inbound and outbound contact management as well as off queue work measurement and management, a solid understanding of acd call flow technology, and readily adapt to new wfm toolsThis role will act as a bridge that will connect wfm, hub-operations and various technical teams to develop data driven recommendations to help guide our network to peak performanceThese recommendations will cover a wide spectrum including day to day operational efficienciesSuccessful candidates for this role must be analytical, action oriented, thrive in an autonomous environment and possess the ability to execute the following skills and experience under pressure.
Primary duties and responsibilities:
Prepares intraday reports on staff attendance.
Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
Manages changes to scheduling to ensure adequate daily resource coverage.
Communicate with management and operations team to ensure compliance with company standards.
Maintain running report of attendance incidents/occurrences.
Analyze pto submissions and approve/deny based on their effect on work force needs to ensure efficient operations.
Performs continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with operations teams to achieve service level goals / business objectives for all departments
Processes management requests for modifications of scheduling events (meetings/training, etc.)
Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
Provides analytical support and staffing/performance management recommendations for special projects.
Collaborates with client and operations management on identifying opportunities to further optimize workforce and improve performance.
Responsible for telephony/wfm/qa implementation with the new selected telephony system vendor
Performs business analysis for any future crm and telephony system integration projects.
Serves as a point of contact defining operational requirements for any future wfm/performance management/quality management or crm system integration
Performs any other related duties as required or assigned.
Experience and educational requirements:
Analyze data on customer and agent trends to recommend increasingly optimized workforce/workflow solutions in line with established kpis (inclusive of resource and shift modeling).
Analyzing and forecasting real time patterns for multiple agent skills associated with varying contact types to drive efficiency and productivity.
Coordinate the sensible implementation of staff scheduling requests including swaps, pto approvals, leaves of absence; working to maintain a balance between employee needs and volume demands.
Manage the intra-day queue and agent workflow coordination in partnership with leadership team.
Intraday management and response plan implementation to ensure schedule adherence, respond to unplanned call, staffing, and handle time variances.
Balance departmental workload and workforce to meet departmental kpi`s.
Real-time management of agent skill sets and queue assignments, daily schedule, and activity maintenance within wfm scheduling.
Responsible for agent schedule creation regarding; real time changes, optimization, monitoring, and management.
Communicate with agents to ensure schedule and activity adherence.
Develop and communicate trend reporting and data analysis of workload and agent performance.
Document/maintain all workforce management and contact center software processes and procedures.
Adhere to all company policies and procedures.
High school diploma requiredBachelor`s degree preferred, or equivalent work experience.
Minimum 3 years of experience in a workforce management required.
Experience in a call/contact center environment required.
Minimum skills, knowledge and ability requirements:
Advanced knowledge of workforce optimization software requiredSpecific and recent experience with five9, iex, verint impact360, wfo or a wfm schedule management system.
Advanced knowledge of telephony platforms (avaya cms, cisco, five9 experience would be a plus).
Understanding of voip call routing technology (would be a plus)
Experience with automated call distributors (acds), computer-telephone integration (cti) automation, skills routing, forecasting, scheduling and intra-day management.
Familiarity with contact center software reporting tools.
Intermediate knowledge of microsoft office suite
Advanced knowledge of microsoft excel - (i.e., creating spreadsheets, v-lookups, pivot tables, etc.)
Strong analytical, critical thinking and problem-solving skills.
Ability to work successfully with a diverse group of people and be a team player.
Ability to multi-task and navigate competing priorities.
Ability to work independently and display initiative.
Ability to identify emerging trends and measure impact to the business.
Ability to work occasionally evenings and weekends to meet deadlines
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this jobReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit.
The employee must occasionally lift and/or move up to 10 pounds.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this jobReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Must be flexible on schedule and hours
Some travel may be required
Caremetx considers equivalent combinations of experience and education for most jobsAll candidates who believe they possess equivalent experience and education are encouraged to apply.
At caremetx we work hard, we believe in what we do, and we want to be a company that does right by our employeesOur niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services.
Caremetx is an equal employment opportunity employerAll qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.
Job type: full-time
Work location: multiple locations