Workforce Management Analyst - Customer Care

Davita Inc.; New York (NY); Remote; USD 70,000 - 80,000; Full time

Job summary

A leading health technology company seeks a Customer Care Workforce Management Analyst for a remote position. The role involves managing resources to enhance service level performance and improve customer experiences, requiring strong analytical and operational management skills. Ideal candidates will have extensive call center experience and proficiency with workforce management and data visualization tools.

Qualifications

• 5+ years of call center experience.
• 3+ years of experience in a workforce management role.
• Focus on operations management experience including forecasting and scheduling.

Responsibilities

• Real-time monitoring and queue management.
• Manage staffing levels to enhance customer service.
• Create accurate reports reflecting center performance.

Skills

Analytical skills

Time management

Attention to detail

Problem-solving

Negotiation skills

Education

Bachelor's degree in business management, math, statistics, economics or related field

Tools

Workforce Management tools (Verint, NICE, CXone, IEX, Genesys, Aspect WFM)

Data visualization tools (Power BI, Tableau)

Excel (formulas, pivot tables)

Job description

Location: Remote

Position Summary:

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.

Position Responsibilities:

• 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.


• First point of contact for WFM regarding system-related issues that impact production. Track and report issues and resolution.


• Create accurate and timely reports that reflect the centers performance related to systemic tools.


• Participate in activities, including ad-hoc tasks designed to improve customer satisfaction and business performance.


• Advises hiring needs and business decisions based on forecasts and results.


• Makes complex decisions while assessing risks that can impact level of the services we provide.


• Works with members of the management team to ensure meetings and trainings are scheduled, while maintaining acceptable service levels.


• Re-prioritizing daily tasks due to immediate actions that must be taken to ensure acceptable levels.


• Develops and maintains historical data (e.g. absenteeism, attrition, management investment, call volume, productivity, service level performance, and staffing adherence etc...)


• Benchmarks other call centers for service level targets, technology, and call routing processes.


• Responsible for the adherence to the Capital Rx Code of Conduct including reporting of noncompliance.

Required Qualifications:

• 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


• Utilize features such as Intraday Grid, Intraday Reforecasting, Real-Time Adherence, and proactive notifications & alerts


• 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

Base Salary: $70,000 - $80,000

Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

About Capital Rx

Capital Rx is a health technology company providing claim administration and technology solutions for carriers, health plans, TPAs, employer groups, and government entities. As a public benefit corporation, Capital Rx is executing its mission to materially reduce healthcare costs as a full-service PBM and through the deployment of Judi, the company's cloud-native enterprise health platform. Judi connects every aspect of the healthcare ecosystem in one efficient, scalable platform, servicing millions of members for Medicare, Medicaid, and commercial plans. Together with its clients, Capital Rx is reimagining the administration of benefits and rebuilding trust in healthcare.

Capital Rx values a diverse workplace and celebrates the diversity that each employee brings to the table. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.