Workforce Management Analyst I – Contact Center Operations

Role Overview

• Responsible for developing contact or claims center schedules to ensure maximum efficiency of resources to meet member demand in a large and/or complex environment
• Responsible for proactively identifying contact or claims center scheduling issues utilizing business and strategic supplier data insights
• Analyzes data and provides recommendations to influence and improve scheduling execution
• Maintains business schedule processes and data to ensure effective alignment of schedules to business demand
• Oversees complex contact center business processes and information ensuring integration with strategic suppliers
• Manages and maintains effective relationships with suppliers and cross-functional departments to ensure service level objectives are met
• Builds and maintains internal and external business partner relationships to proactively identify, report, and resolve scheduling issues and deliver on performance
• Maintains oversight and update authority to skill template management to ensure MSR skill sets align with MSR role / peer group supporting contact center strategy
• Reviews trends and develops business case to improve processes
• Participates as subject matter expert in enterprise, line of business, or internal projects on workforce strategies; engages appropriate areas within Contact Center Solutions or Claims Workforce Management to validate strategies
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Requirements

• Bachelor’s degree OR 4 years of related experience may be substituted in lieu of degree
• 4 years of experience in workforce management planning within a contact or claims center environment
• Demonstrated knowledge and application of data analysis tools, telecommunications tools, and contact center routing systems
• Working experience with workforce management tools and/or software such as NICE IEX
• Strong relationship skills, verbal and written communication and ability to identify root cause / solutions
• Strong knowledge and application of Microsoft Office software tools to include Word, Excel, PowerPoint

Benefits

• Comprehensive medical, dental and vision plans
• 401(k)
• Pension
• Life insurance
• Parental benefits
• Adoption assistance
• Paid time off program with paid holidays plus 16 paid volunteer hours
• Various wellness programs
• Career path planning and continuing education