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Workforce Analyst

at HealthHelp

Posted: 9/28/2019
Job Reference #: 377
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Job Description

Job Description
  • Monitor daily intra-day forecasts and staffing levels based upon various call center metrics
  • Generate past, real time, and future reports on a regular and ad-hoc basis
  • Compile various daily/weekly/monthly reports, including Daily Operations Review and monthly scorecards/dashboards
  • Manage Real Time Adherence by monitoring agent schedule and ACD states in RTA, and communicate with the supervisors
  • Manage daily service levels to plan
  • Coordinate staffing to plan with operations management
  • Make recommendations to operations management on staffing levels to balance service objectives and cost
  • Pro-actively identify service risks/challenges and promptly notify the operations team
  • Act as central communications point for any technology or facility issues affecting call center and support operations
  • Perform RCA (root cause analysis) for any misses and provide insight to any stakeholders
  • Should be able to create interval level forecast distribution and perform trend analysis.
Required Skills
  • Must possess a strong understanding of telephony systems and call center technology/terminology including experience with forecasting and workforce management optimization software (Preferably NICE/IEX TotalView)
  • Schedule generation and shift bid process
  • Knowledge of forecasting and its methods
Required Experience
  • Minimum of 5 years call center scheduling and service level experience
  • Healthcare industry experience / language – terminology
  • Medicaid / Medicare
  • CMS guidelines / TAT
Job Location
Houston, Texas, United States
Position Type
Full-Time/Regular