Address
Form of workAbout the Company
The client is a high-growth healthcare services business that aims to improve medication adherence by delivering evidence-based engagements to patients and healthcare providers through a technology-enabled, data-driven clinical educator platform. Through longstanding partnerships with leading life science companies, payors, government organizations, and others, this company delivers support to millions of patients and healthcare providers annually via proven solutions to improve outcomes and reduce costs. Our entrepreneurial, innovative, gritty team is driven by a deep passion for bettering people's lives and a belief that each day is the first for the company. We operate with a growth mindset, thrive in ambiguity, and seek out the most challenging problems to solve.
About the Position
As a Workforce Management Jr. Analyst, you are responsible for planning, scheduling, maintenance, and daily management of the Clinical Educators's skills and business rules for queues and workflows. This position will analyze historical call, email, chat, and case volumes to forecast and optimize our workforce to meet service-level and performance goals. This is a job with a title that provides nothing but opportunity for the right candidate.
Key Responsibilities
Required Skills
Required Education and/or Experience
The client is a high-growth healthcare services business that aims to improve medication adherence by delivering evidence-based engagements to patients and healthcare providers through a technology-enabled, data-driven clinical educator platform. Through longstanding partnerships with leading life science companies, payors, government organizations, and others, this company delivers support to millions of patients and healthcare providers annually via proven solutions to improve outcomes and reduce costs. Our entrepreneurial, innovative, gritty team is driven by a deep passion for bettering people's lives and a belief that each day is the first for the company. We operate with a growth mindset, thrive in ambiguity, and seek out the most challenging problems to solve.
About the Position
As a Workforce Management Jr. Analyst, you are responsible for planning, scheduling, maintenance, and daily management of the Clinical Educators's skills and business rules for queues and workflows. This position will analyze historical call, email, chat, and case volumes to forecast and optimize our workforce to meet service-level and performance goals. This is a job with a title that provides nothing but opportunity for the right candidate.
Key Responsibilities
- Plan for the day (volume forecasting, optimize staff scheduling by the time interval in an omnichannel environment), conduct analysis, and report the results daily
- Contribute to volume forecasting for each media type (phone, email, chat), including the use of forward-looking events such as product releases
- Analyze data to identify trends, find opportunities for improvement, drive efficiency, and increase production
- Implement and maintain real-time WFM processes and dashboards across multiple channels for in-house and potential outsourced teams
- Track absences and make appropriate entries in Genesys Cloud and other timekeeping systems
- Monitor Agent adherence and make schedule updates as necessary
- Adjust schedules in Genesys Cloud and timekeeping system as necessary
- Monitor and verify hourly timecards in timekeeping for each pay period, ensuring punches are accurate and all PTO and VTO entries have been made
- Develop and maintain business KPIs and Support metrics that provide actionable insights and time-relevant information to management
- Create and maintain daily reporting for Supervisors around time and attendance actual vs schedule
- Support our business hours which are 8:00am - 9:00pm EST Monday - Friday
- Perform other duties as assigned
Required Skills
- Ability to thrive in a collaborative work environment
- Effective communication style with a history of success in a cross-functional, fast-paced environment
- Proven ability and commitment to providing exceptional service to clients and employees
- Able to communicate effectively in a multi-channel environment (phone, email, and tasks) while using proper grammar and punctuation
- Ability to work with multiple clients that have unique process flows and vocabulary
- Demonstrated experience with interpreting data analytics to derive insight and drive customer and client value
- Self-motivated with a strong desire to maintain high productivity levels
- Experience with being held accountable to metrics and maintaining a high standard of work in a real-time interactive environment
- Experienced in using case management, cloud contact center, and workflow management tools
- Experience using several software applications within a multiple-screen environment
Required Education and/or Experience
- Workforce Management, Real-time Management, and staffing experience within a multi-media, skill-based environment is a plus
- Required experience with cloud-based contact management software (Genesys Cloud WFM Preferred - Other Cloud WFM systems okay Ex: Calabrio, IEX, Verint, Nice, Five9s, etc.)
- Understanding of Key Performance Indicators for the contact center industry for an Omni-Channel environment
- Strong experience working with Excel, Access, report visualization software, and analytics tools
- Exceptional data analysis acumen, including drawing accurate conclusions from raw data and providing suggestions to address gaps, including simulation & statistical modeling
