Monitor call center resources and workloads real-time to ensure Inbound, Clinical Case Work and Back Office client specific performance guarantee targets and service performance goals are achieved by optimizing resources
Forecast weekly, daily and Interval Inbound, Clinical Case Volumes, and Back Office workloads based on historical trends and key business drivers to determine staffing needs and employee schedules required to achieve client specific performance guarantee targets and service performance goals
Work closely with the leadership of Inbound, Clinical Reviewers and Back Office teams on optimization of Workforce Engagement tools (Workforce, Performance, Quality, Telephony)
Ensuring the accuracy and timeliness of WFM reporting of team and overall performance reporting for both internal and external distribution.

High School diploma or equivalent
Required
2 years of Workforce Planning (WFM) experience in Healthcare Compliance, preferably Utilization Review Licensure
Preferred
5 years of Contact Center or Workforce Planning experience
Required
Possesses a high level of accountability in the achievement of client specific performance guarantee targets and internal service performance goals
Required
Must have ability to work in a fast-paced environment while managing multiple tasks
Required
Experience with Genesys Cloud and/or NICE Workforce platforms
Preferred
Experience with Excel spreadsheets, ACD reporting, forecasting methodologies and tools – Required
Ability to work with different teams in the organization to meet the filing requirements and timelines
Required
Experience with accreditation agencies
Preferred

Workforce Planning Analyst – Case Management

Key skills