Senior Workforce Management Analyst
Location
Troy, MI | United States
Job description
Due to Integra’s continued growth and momentum, specifically within the Service Operations teams, Integra is seeking a highly motivated, detailed oriented, team player responsible for all aspects of Workforce management. This role is responsible for assisting the Customer Service Leadership Team by monitoring service levels, intraday management, and scheduling for our call center queues to provide optimal service for our payers, providers, and patients. As well as providing forecasting and capacity planning for the call center and other areas under Service Operations. There is the opportunity in this role to be instrumental in assessing and improving current processes and tools utilized.
The position requires making decisions independently, having the ability to provide timely and effective written and verbal communication with all levels of Service Operations, from entry level to senior management, and being results driven. In addition, the ability to work in a fast-paced environment, providing Service Operations leadership information concerning Customer Service’s real time overall performance. The successful candidate will have in-depth knowledge of the needs of WFM and an understanding of telephony platforms, and a drive to enhance client experience.
Salary: $72,000/annually JOB QUALIFICATIONS: KNOWLEDGE/SKILLS/ABILITIES The Workforce Management Analyst responsibilities include but are not limited to:
- Leading all aspects of and maintenance of WFM tools used for forecasting, capacity planning, scheduling, monitoring, and reporting of the daily/weekly/monthly call center statistics.
- Develop comprehensive reporting illustrating staffing and adherence effectiveness, and opportunities at individual, team, and center levels. As well as identification of peak times and action planning to ensure service levels are met.
- Optimize, track, and monitor agent adherence to assigned schedules, breaks, lunches, and other activities. Identify and directly address any instances of non-adherence with the employee's supervisor. Proactively monitor, manage, and communicate intraday Customer Service performance to ensure service levels are met and achieved.
- Analyze intraday forecasting and real-time data to identify trends, patterns, and areas of improvement. Make recommendations to the contact center leadership team for process improvements, resource allocation adjustments, or workflow changes to optimize operational performance.
- Communication with leadership with updates on current status of call queues, wait times, and other relevant metrics for the call center.
- Assisting supervisors with schedules, time off calendars, and other scheduling planning (1 on 1’s, company meetings), to ensure availabilities support the call queues.
- Consistent ability to make judgement calls and decisions in partnership with leadership for problem resolution.
- Work with IT and Senior Leadership regarding systems-related issues, identifying tool inefficiencies and making recommendations on improvements.
- Establish and maintain communications channels regarding events that impact Service Operations performance and workload.
- Other duties assigned as needed.
What will you learn in the first 6 months?
- In the first six months you will learn the function of the Service Operations Teams within the organization and be fully integrated in your position, company, and team.
- Build effective and strategic relationships with the Service Operations Leadership and inter-departmentally to support internal departments.
- You will have a full and complete understanding of the department's key performance indicators, goal requirements, and reporting capabilities.
- You will understand your role and responsibilities, to foster excellence in department performance.
- During this time, you will set measurable goals for personal development and growth.
What will you achieve in the first 12 months?
- You will identify opportunities to improve Workforce Management effectiveness and implement.
- You will be contributing your skills and knowledge to meet Service Operations metrics and goals.
- You will have regular monthly one-on-one meetings with your leader for mutual feedback and establish strategies for development.
EDUCATION: Bachelor’s degree in related area is preferred or equivalent experience
EXPERIENCE:
- Excellent understanding of overall WFM process including forecast, scheduling, and intraday management
- Strong analytical, communication, and organizational skills.
- Ability to identify and develop creative solutions to business issues required.
- Detail-oriented, inquisitive, enjoys problem-solving.
- Flexible and able to multitask and work with changing priorities with enthusiasm.
- Effectively maintain positive interactions with team members at various levels
- Self-motivated and prepared to work independently or as an active team player.
- Demonstrated ability to rapidly gain product knowledge.
- Advanced knowledge of and proficiency with AWS or other Workforce Management software experience.
- Inbound Contact Center environment/Workforce management experience of 5+ years.
- Knowledge of telephony and WFM systems required; knowledge of multiple platforms preferred.
- Strong knowledge of Microsoft Excel required.
- Proficient in Microsoft Office suite (Word, PowerPoint etc.).
- Flexibility to work outside a normal “9 to 5” schedule if needed.
- Healthcare experience preferred
Benefits Offered
- Competitive compensation and annual bonus program
- 401(k) retirement program with company match
- Company-paid life insurance
- Company-paid short term disability coverage (location restrictions may apply)
- Medical, Vision, and Dental benefits
- Paid Time Off (PTO)
- Paid Parental Leave
- Sick Time
- Paid company holidays and floating holidays
- Quarterly company-sponsored events
- Health and wellness programs
- Career development opportunities
Our Story
Founded in 2005, Integra Partners is a leading network management company specializing in Orthotics, Prosthetics, and Durable Medical Equipment. We are reimagining access to in-home healthcare to improve the quality of life for the communities we serve.
With locations in New York City, Michigan, and a remote workforce across the United States, Integra has a culture focused on collaboration, teamwork, and our values: One Team, Drive Results, Push the Boundaries, Value Others, and Build Community. We’re looking for energetic, talented, and dedicated individuals to join our team. See what opportunities we have available; there may be a role for you to engage in a challenging yet rewarding career in healthcare. We look forward to learning more about you.
Integra Partners is an equal opportunity employer. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives.
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