Workforce Management Analyst

Alignment Health•Lincoln, NE

1d•$64,384 - $96,577

About The Position

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. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together. Responsible for capacity planning across the enterprise in support of member, provider, high touch, cases, claims, reimbursement, and email interactions. Creates reporting to support needs. Monitors and analyzes contact center performance on a historical and real-time basis to inform staffing adjustments, provide feed-back to relevant business units, and meet service goals. Performs reviews of upcoming staffing on short-term horizon, monitors Specialist performance (i.e. adherence, AHT), suggests and adjusts schedules as needed, and supports actions with relevant data and reports. Responsible for business continuity and providing performance updates to departmental leaders.

Requirements

Required: 4+ years’ experience in Workforce Management or a similar analytical role
Required: Bachelor’s degree or equivalent combination of education and applicable job experience
Required: 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
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

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