Workforce Management Analyst

ABOUT US:

NationsBenefits is recognized as one of the fastest-growing companies in America and a Healthcare Fintech provider of supplemental benefits, flex cards, and member engagement solutions. We partner with managed care organizations to provide innovative healthcare solutions that drive growth, improve outcomes, reduce costs, and bring value to their members.

Through our comprehensive suite of innovative supplemental benefits, fintech payment platforms, and member engagement solutions, we help health plans deliver high-quality benefits to their members that address the social determinants of health and improve member health outcomes and satisfaction.

Our compliance-focused infrastructure, proprietary technology systems, and premier service delivery model allow our health plan partners to deliver high-quality, value-based care to millions of members.

We offer a fulfilling work environment that attracts top talent and encourages all associates to contribute to delivering premier service to internal and external customers alike. Our goal is to transform the healthcare industry for the better! We provide career advancement opportunities from within the organization across multiple locations in the US, South America, and India.

OVERVIEW:

WFM Specialist will provide real-time support to the WFM team and leadership/call center managers in tracking, notifying and reporting all aspects of agent productivity, schedule adherence and call adherence. Position will work closely with Member Experience team leaders and management in the efficiency and development of the Member Experience Advisors and assist WFM Analyst and Manager with managing coverage and adjusting auxiliary schedules based on daily fluctuations in staffing levels due to shrinkage.

PRIMARY RESPONSIBILIES

• Monitor staffing schedule adherence real time to ensure performance is within MEA KPI and AUX requirements.
• Responsible for monitoring live agent productivity and notifying agents when out of adherence.
• Report adherence metrics to team leaders and management in real time.
• Track, prepare and distribute adherence related reporting to enable leaders to coach and to take corrective action to improve agent efficiency.
• Work with management to resolve schedule adherence issues.
• Update staff schedules with up-to-date information, e.g., meal, break, and shift changes; technical problems, etc.
• Assist in the coordination and appropriate allocation and availability of staff in order to achieve optimum WFM goals
• Maintain effective communication with other business units and support teams to remediate errors and assist with implementation of corrective actions related to non-compliance with policies.
• Maintain contact center specific abandon percentages by adjusting staff.
• Review staff requests for PTO, OT, leave and/or L&D workshops that are not processed automatically and approve or decline within guidelines.
• Track and update Supervisors on MEA call adherence utilizing Calabrio reporting tools.
• Perform other duties as assigned by management relevant to the business demands, operational goals, and the means to meet and achieve both.

SKILL REQUIREMENTS

• Work well under pressure, in a highly dynamic and fast-paced environment.
• Work independently and capable of exercising excellent judgment to recognize and resolve staffing gaps related to agent non-adherence.
• Strong accuracy skills with attention to detail and meeting deadlines.
• Experience in managing multiple priorities independently and/or in a team environment to achieve goals.
• Excellent organizational, planning and time management skills.
• Experience communicating with all levels of management within an organization.
• Take initiative, exercise good judgment and execute sound decisions when recognizing risk to workflow.
• Excellent research, analytical, and problem-solving skills.
• Engaging, compassionate, energetic, and enthusiastic attitude required.
• Excellent verbal and written communication skills.
• Flexible schedule based on the operational demands of a 24/7/365 call center environment (day, night, weekends, holidays).

QUALIFICATIONS & REQUIREMENTS

• Advanced proficiency in Excel and complete command of Excel (creating spreadsheets, pivot tables, analysis tools, data visualization, graphs, charts, maps, etc.)

• WFM experience or equivalent Call Center call adherence KPI management required.

• 2+ years Contact Center experience required, preferably in the Health Care industry.

• Proficient in technologies related to contact center operations preferred (Genesys Cloud or similar WFM platform).

• Experience with scheduling, forecasting, and real time; must be well rounded.

  NationsBenefits is an Equal Opportunity Employer.