This role is responsible for enhancing operational efficiency and increasing productivity and overall performance within Patient Solutions and other parts of the company via historical reporting, live queue monitoring, workforce management solutions and understanding overall workload for an associate, team, department and/or organization. Within this role, the Workforce Operations Analyst serves customers by identifying, analyzing, and developing enhancements in real time visibility, reporting, productivity, efficiency, internal team relationships and customer service. The Workforce Operations Analyst regularly provides valuable insights and support to the department supervisors, managers, and director to effectively maintain program operations and goals.
- Utilize WFM/WFO system to maximize associate performance, scheduling efficiency and productivity by continuously monitoring resource availability, work states and thresholds to directly facilitate and provide assistance to redeploy resources, maintain current SLA's and identify performance opportunities.
- Administration of WFM system including and not limited to set-up, selection of specific logic (40 algorithms existing within the solution), creation of leadership dashboards, reports and real-time call activity.
- Subject Matter Expert of workforce management functions, including software, skills, workgroups, workflows and all features & functions interfacing with external applications ie: ADP, New Leaf, JIRA, etc.
- Administers volume contingency action plans as deemed necessary
- Completes root-cause analysis to determine and quantify reasons for forecast variance. Presents findings and recommendations to impacted Program Leaders to enhance forecast accuracy and effectiveness.
- Partners with leaders to assist in creating customized reports and views of team performance and possible impact on performance when changes to staffing are made.
- Utilize the WFM/WFO system to Create multi-system, integrated reporting for various levels of associates within AssistRx
- Performs historical data analysis of performance data to identify trends/patterns and behaviors to make appropriate recommendations based upon projected headcount and individual performance metrics (e. g., call volumes, intraday patterns, root cause analysis)
- Utilizes performance data to evaluate processes and/or procedures to increase efficiency and influence change
- Leads and administers project initiatives to achieve desired results.
- Utilizes the WFM/WFO system logic to create staffing models and preset to leadership based on call arrival patterns and existing staffing levels
- Monitor consistency of processes, optimization of workforce and achievement of performance metrics
Requirements
- High school diploma or general education degree (GED), or at least two to three years of related experience and/or training, or equivalent combination of education and experience
- +2 years knowledge of contact center dynamics, staffing strategies, staffing execution and performance management in a patient assistance HUB environment.
- Expertise in utilizing key metrics to evaluate and recommend best practices for contact center operations
- Ability to manage time effectively, and meet deadlines with minimal supervision
- Ability to work independently, interpret data, identify trends and formulate solutions to staffing scenarios.
- Strong attention to detail and working knowledge of internal CRM and workflows.
- Effective communication skills: written and interpersonal.
- Understands call center KPI's and possesses strong analytical skills
- Ability to think creatively, apply knowledge of the changing healthcare environment and solve problems and accomplish goals
- Advanced Excel experience
Benefits
- Supportive, progressive, fast-paced environment
- Competitive pay structure
- Matching 401(k) with immediate vesting
- Medical, dental, vision, life, & short-term disability insurance
AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.
All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.
AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire
