Workforce Management Analyst

This is a Direct Hire position.
Salary: $41,000-$52,000
Client, with a commitment to providing transparency and disclosure to the Pharmacy Benefit Management (PBM) marketplace, provides full service, integrated PBM services, including network-pharmacy claims processing, mail order, benefit design consultation, drug utilization review, formulary management, and other related services. If you are interested in becoming part of a team-oriented, fast-growing company we encourage you to consider a satisfying career with our client.
The Workforce Management Analyst is responsible for supporting the customer service functions of the company in accordance with the policies and practices of the client. This position will be responsible for administering the workforce management process, including scheduling and daily metric analysis, for the 24 hours a day, 7 days a week, 365 days a year pharmacy/member help desk while maintaining the exceptional level of professionalism and customer service standards that our client has attained within the pharmacy benefit management industry.
Generate monthly customer service representative schedules by utilizing the department's workforce management tool
Analyze and manage daily scheduling procedures and schedule changes to ensure effective utilization of department resources
Manage proactive workload scheduling, including approval and denial of discretionary vacation, training and meeting activities
Conduct agent skill assessments to ensure appropriate delegation of call queues
Analyze real time workload requirements and call routing and make recommendations to department leaders to improve performance and meet or exceed service level standards
Monitor daily metric results for call queues and reassign agent skill designations for call queue optimization
Communicate identified daily service level risks to management
Monitor real time agent work states and alert management on adherence trends
Generate long term and short term strategic planner forecasts
Analyze historical call center data and agent performance statistics
Enter and track agents' time off the phones
Other duties as assigned
Bachelor's degree in business, information technology, computer science, or related field strongly preferred
Minimum 2 years' workforce management experience or equivalent required
A knowledgeable individual with appropriate industry experience, preferably in the healthcare, insurance or PBM industry
Strong data analysis and presentation skills
Mathematical and statistical reporting knowledge and experience
Ability to independently identify, research and resolve issues
Effective verbal and written communication skills
A decisive individual who possesses a detail oriented perspective
Sound technical skills, analytical ability, good judgment, and strong operational focus
Ability to work with peers in a team effort
Demonstrated ability to manage multiple priorities and deadlines
A well-organized and self-directed individual who is able to work with minimal amount of supervision
Capability to efficiently complete tasks in a fast paced environment
Knowledgeable in or experience working with Verint, IEX or other call center workforce management software
Ability to work extended hours, weekends, and holidays pursuant with industry demands
Proficient in Microsoft Office and industry related software programs

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