Workforce Analyst

EmpiRx Health, LLC•Orlando, FL

1d•Onsite

About The Position

EmpiRx Health is the leading clinically-driven pharmacy benefits management company. As the pioneer in value-based pharmacy care, EmpiRx Health puts its customers and members first by enabling them to take control of their pharmacy benefits, healthcare outcomes, and financial results. We place more emphasis on member care than any other PBM by focusing on health outcomes first. Our pharmacists and clinicians are at the center of everything we do―and our population health solution delivers tailored strategies for our clients. Leveraging our newly launched, AI-powered pharmacy care platform, Clinically™, EmpiRx Health’s pharmacists and client experience teams provide the highest quality pharmacy care to our clients and their members. This enables benefits plan sponsors to keep their members healthy, happy, and productive, while substantially reducing prescription drug spending, which has been on an explosive growth trajectory in recent years. EmpiRx Health is in unprecedented growth, and we're seeking a highly skilled and experienced Workforce Analyst. In this critical role, you will demonstrate a deep expertise in customer service processes, systems, and will play a key role in reporting and scheduling agents. As a Workforce Analyst, you will lead process improvements, perform reporting activities, and drive positive change within the organization. You will collaborate with operations and strategy to ensure the customer service department is at optimal staffing levels while maintaining service standards and maximizing operational efficiency. If you are a highly motivated Workforce Analyst with strong analytical skills and you are passionate about making a meaningful impact in the healthcare industry, we encourage you to apply.

Requirements

High School Diploma
Proven experience in a customer service environment.
Strong ability to interpret data, identify patterns, and make data-driven decisions.
Expertise in workforce management software tools to schedule and monitor agent performance.
Effective communication with supervisors, and other stakeholders to address scheduling concerns and provide updates.
Ability to quickly identify and resolve staffing issues impacting service levels.
Excellent analytical skills, dedication to efficiency, and the ability to communicate effectively

Nice To Haves

Bachelors Degree

Responsibilities

Determine the need for overtime and approve PTO for the call center while maintaining service levels.
Update scheduling in relation to absences, tardies, leave earlies, and offline activities to ensure proper adherence tracking.
Tracking agent performance metrics like call volume, hold times, and adherence to schedules to identify issues and report discrepancies to leadership.
Providing management with regular updates on performance metrics and potential issues.
Working with customer service leadership to align workforce strategies with business goals.
Assist with admin functions in Ring Central as needed including but not limited to onboarding and offboarding personnel.
Take member calls when call volume dictates, ensuring timely and efficient resolution of inquiries and concerns.
Utilize current resources to determine service levels, update schedules in WFM tool, and provide regular reporting to leadership.
Assisting with Ring Central admin functions.