Analyst, Resource Planning

Hours: 11:30 AM to 8:00 PM Eastern Standard Time (EST)

This position will support a variety of Resource Planning functions for multiple Clinical programs within Clinical Operations to ensure appropriate staffing by department. Duties include, but are not limited to: monitoring Five9, MHK, People Safe, any cloud based or predictive dialer for inbound/outbound calls, adjusting staff to ensure service levels and performance goals are met, create and maintain data in CMS, Five9, Verint WFM, NICE and other databases which may be applicable to this role. The position will research and support operational staffing adjustments to maximize employee efficiency and assist with forecasting/scheduling all call center functions, including phone and offline/back-office functions within multi-skill/multi-site environments, assist in determining appropriate workload to complete any intraday/real time monitoring of call stats and schedules in order to meet service levels/TAT. Position promotes a positive work environment, performs as a team member and initiates suggestions to continually improve process and protocols related to workforce management for the Clinical Government Shared Organization.

Additional responsibilities to include but not limited to the following:

Intraday and real time monitoring of Avaya CMS, Five9 and CAS offline queues, MHK, People Safe, Verint WFM, NICE, Aspect, Avaya Predictive Dialer, and CAS for volume including inbound calls, outbound calls, faxes and other offline functions including non- production time (meetings, trainings, etc). Adjusting workflow/skills and staff/schedules to ensure service levels and performance goals are met, including monitoring of employee adherence to schedule

Participate and present on Adhoc, daily, weekly, quarterly meetings with business partners and team on workflow/scheduling concerns/forecasts and staffing changes

Provide and maintain reports/data in CMS, Verint WFM and other applicable databases/resources

Maintain correspondence to emails in a professional and timely manner to meet service levels and the needs of the business

Review waitlisted PTO for additional approvals which may fall within business parameters

System maintenance of employees new hires and terms

Individual Development of skills to maintain skill set and career advancement

Our hours of operation are Monday through Friday with hours to between 7:00 AM to 8:00 PM Eastern Standard Time (EST), depending on business needs. At least a once a month weekend rotation or as business needs require, with days off during the week.

Required Qualifications

2 years of experience in a high volume customer service environment with actual experience in workforce

1 plus year(s) of experience in data analyzing/data mining/consolidation-interpretation of call center volume forecasting

6 months of experience in applied use of intraday and real time monitoring of Verint WFM, Aspect WFM or IEX workforce management tools are required, including cloud based and/or Avaya equivalent dialer program

Participate in projects and work in groups to promote/develop/maintain professional relationships with all site personnel

Organize, prioritize and manage multiple tasks on a regular basis with high level of detail

Ability to identify, analyze and solve complex problems taking into account a variety of factors from multiple data resources

Ability to identify, analyze and solve complex issues involving a variety of factors in narrow turn-around time and provide solid factual information is a key part of this role

Provide and maintain effective written correspondence through email, office communicator/Skype, as well as, verbal communication for forecasting, scheduling, reports; data requests, employee time off maintenance (approved PTO and unapproved absences/FMLA).

Ability to work with many groups to acquire, analyze data trends and distribute staffing/scheduling needs to Operations, Vendors, Clients and other internal groups via email/presentations/conference calls

Self-Motivated with a strong attention to detail with the ability to work independently

Ability to work in a high production, time sensitive environment

Able to prioritize and manage multiple tasks

Demonstrates resourcefulness in problem-solving

Preferred Qualifications

3 to 5 years experience in high volume customer service environment with actual experience in workforce

Excellent communication skills

Ability to learn new software'

Ability to think outside the box

Ability to obtain and analyze large sets of data

Experience with forecasting and scheduling in a PBM setting

Associate's degree/Bachelor’s degree or equivalent combination of education and work experience preferred.

Education

High School Diploma or equivalent GED