EqualizeRCM
Location
Mysore | India
Job description
Position Summary
The Workforce Management (WFM) Specialist's primary responsibility is to preserve the centers ability to
meet contractual service level metrics of each program. This position provides frontline, 24X7 support for all Percepta programs, with an emphasis on balancing service level goals with an agent schedule efficiencies through short term forecasts, RTA, reporting and gathering monthly invoice hours and reviewing the program budget process. Duties and Responsibilities Real-Time Service Level Management Proactive analysis of performance of all operational channels which include telephone, chat, email, social media, and back office activities to ensure key performance indicators are being maintained and identifying opportunities for improvement and prevent missed service levels before they occur. Effectively use our tools/processes to distribute the workload as efficiently as possible (within goal service levels). This also includes maintaining an expert level of understanding of the tools/processes in order to continuously identify opportunities for automation/optimizationJob tags
Salary