Workforce Management Analyst – Customer Care - Remote

Overview

The Customer Care Workforce Management Analyst is responsible for real-time and/or intraday management of resources to ensure consistency in Service Level performance and improve the call experience for potential enrollees, members, clients, providers, brokers, and other Capital Rx users.

In Short

• The Intraday Specialist partners with Call Center management to develop strategic and tactical approaches and action plans that result in superior customer service experiences.
• Responsible for real-time monitoring, queue management and schedule adherence.
• Actively manage volumes to ensure optimal staffing levels.
• Facilitate agent skill assignment and monitor real-time ACD agent work state reports.
• Monitor real-time adherence and provide weekly/monthly adherence adjustments and reporting.
• Fill overtime and under time staffing levels within the daily schedule to align with forecast.
• Coordinate with training for scheduling training opportunities during business hours.
• Responsible for the completeness and accuracy of call center agent information housed in WFM and payroll tools.
• Attend to email inquiries, schedule adjustment requests and ad-hoc tasks.
• Responsible for daily/weekly/monthly attendance reporting.

Requirements

• A Bachelor’s degree business management, math, statistics, economics or related field is preferred but not required. Equivalent training and experience may be substituted and considered.
• 5+ years of call center experience.
• 3+ years of experience in a workforce management role desired.
• Focus on operations management experience including forecasting, scheduling and real-time operations management.
• Experience with Workforce Management tools like Verint (preferred) NICE, CXone, IEX, Genesys, Aspect WFM.
• Must be proficient with excel formulas, pivot tables, etc. and familiarity with data visualization tools such as Power BI, Tableau.
• Knowledge of call center fundamentals.
• Good organizational skills and attention to detail are essential.
• Must have strong analytical and time management skills.
• Adept at data collection, summarization and analysis of metrics.
• Should have excellent problem-solving and negotiation skills.

Benefits

• Flexible position allowing management to assign or reassign duties as needed.