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Alignment Health · 21 hours ago

Workforce Management Analyst

United States

Full-time

Remote

Mid Level

$64K/yr - $97K/yr

4+ years exp

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. The Workforce Management Analyst will be responsible for capacity planning, monitoring contact center performance, and ensuring service goals are met while collaborating with various departments to optimize workforce management processes.

Health CareHospitalMedicalMedical DeviceWellness

Responsibilities

Keep building Caring Connections front of mind in daily activities and communication as WFM responsibilities impact member and provider experiences

Responsible for work force planning capacity planning/forecasting, scheduling, real-time, reporting and systems for 24/7/365 contact center inbound/outbound multi-queue operation

Monitors customer contact queues and reports on end performance measures (Service Level, ASA, AHT, ABAN), in addition to key drivers influencing service delivery (volume, shrinkage)

Performs daily administration of the Workforce Management and ACD systems including employee schedules, skillsets, priorities, set-up and maintenance

Manages and adjusts Specialist schedules and skills in real-time to ensure service level met

Pivots between capacity planning/forecasting, scheduling, analysis and real-time management to support business needs

Communicates with operations and leadership regarding significant factors impacting performance and collaborates cross-functionally to ensure corrective measures documented with actions assigned and executed

Participates in routine leadership meetings to review service results and revision of the daily success and recovery strategy

Ensures reporting is accurate and completed in a timely manner and provides analysis, root calls and corrective actions

Using real-time and historical trends, reviews forecast and staffing on short-term horizon and creates action plans to minimize and avoid issues that will impact service delivery

Plans, schedules and adjusts workforce to ensure optimal utilization of contact center resources including PTO and UTO management, shift coverage/swaps, optimization of breaks and lunches, trainings and all other off-line activities

Acts as a key leader for Customer (Member and Provider) Experience during technical incidents or system outages (CRM and Voice), maintaining communication with operations, IT, and leadership to resolve the issue quickly and provide direction as needed

Partners with operational Directors, Managers, Supervisors and staff to ensure their understanding and management of Service Level objectives and processes through meetings, presentations, and training classes and how KPIs impact customer satisfaction

Monitors Specialist performance metrics (i.e. adherence) historically and in real-time and partners with Directors, Managers and Supervisors to provide feedback and make corrections

Supports projects, implementations, and business process improvement initiatives and proactively identifies opportunities to streamline internal processes through technology or other methods creating documented action plans to drive execution

Engage in meetings with cameras on

Confirms Specialist complete required training plan throughout assignment by scheduling time

Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirement

Additional projects as assigned by management

Qualification

Workforce ManagementForecastingSchedulingData AnalysisCTIACD SystemsMS ExcelPowerBIProactiveOrganizational SkillsProblem-Solving SkillsTeam Cooperation

Required

4+ years' experience in Workforce Management or a similar analytical role

Bachelor's degree or equivalent combination of education and applicable job experience

Knowledge of queuing theories and workforce forecasting and scheduling, computer telephony integration (CTI), interactive voice response (IVR) and Automatic call distribution (ACD)

Ability to recommend and initiate real-time actions (i.e. cancellation/increase of off-line activity, management of overtime hours, break/lunch moves) to ensure Service Level success in support of positive customer experience

Ability to effectively interface with all levels of management with strong problem-solving skills that enable quick identification and efficient resolution of issues

Able to assert own ideas and persuade others through effectively consolidating, evaluating, and presenting relevant information

Skilled at promoting team cooperation and a commitment to team success

Adept at seeing change as an opportunity to improve business performance, customer satisfaction and campaigning for it when necessary

Computer competency including MS office suite, Internet, ERP, and navigation of customer relationship management systems

In-depth familiarity with workforce management and scheduling tools (i.e. Aspect, Verint, NICE IEX, Genesys WFM, TalkDesk)

Strong organizational skills and attention to detail

Ability to work with and analyze data using systems like MS Excel, PowerBI

Proactive