Workforce Management Business Systems Analyst

MedImpact Healthcare Systems, Inc.•Tempe, AZ

5d•$95,717 - $169,898•Onsite

About The Position

The Workforce Management Business Analyst serves as the technical and analytical member of the Workforce Management (WFM) team, supporting multiple Contact Center sites. This role owns future forecasting, staffing models, and serves as the subject matter expert for Operations on the workforce management software solutions, accountable for strategic and operational oversight of these business solutions. As the subject matter expert, this position requires technical knowledge of the applications design and implementation to support business and system process changes to drive peak performance. This position will rely on experience, judgment, business applications and systems knowledge, and technical skill to plan and accomplish goals.

Requirements

BS/BA and 6+ years’ experience or equivalent combination of education and experience, and 2 years of SME in respective areas
Proficiency with data query and Business Intelligence tools (Golden32, Toad, PowerBI, etc.)
Strong working knowledge of relational databases.
High level of proficiency with Microsoft Excel.
Proficient in Microsoft Office (Excel, Word, PowerPoint, and Visio).
Familiarity with Workforce Management systems (Nice IEX, Verint, etc.).
Thorough knowledge of the software development lifecycle.
Working knowledge of configuration, administration, security approaches.
Ability to effectively balance a high volume of work; detailed oriented and organized.
Ability to appropriately schedule and prioritize multiple projects to ensure timely and effective delivery.
Excellent problem resolution, judgment and decision-making skills.
Must be highly motivated, a quick learner as well as the ability to work independently or on a team, driving solutions with minimal supervision.
Must be flexible and capable of juggling multiple priorities with a willingness to do what it takes to meet critical deadlines.
Excellent communication (written and verbal) as well as strong interpersonal skills to effectively facilitate meetings and work in a team environment.
Excellent written and verbal communications skills with emphasis on translating non-technical concepts to technical audiences and vice versa.
Outstanding numeric, verbal, written, presentation, logic, and analytical skills.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Nice To Haves

Certification in business analytics or workforce management a plus
Familiarity with PBM business model (plans, programs, and practices) as well as pharmaceutical practices (nomenclature, medications) helpful.

Responsibilities

Maintain a rolling staffing and capacity plan including volume forecasts that consider seasonality and holiday fluctuations, average handle time (AHT), shrinkage, and service level assumptions.
Perform cost-analysis related to various staffing models and assess cost/service trade-offs.
Proactively makes recommendations to management for the adoption of new technology, industry’s best practices, and process improvements.
Report on staffing deltas, forecasted need, required, and actuals.
Administers WFM and ACD Configuration across centers (skill groups, precision queues, etc.)
Ensure routing, reporting and forecasting alignment, maintaining and auditing skills/queues.
Monitor data feed health (interval volumes, AHT, adherence feeds); resolve defects with Telephony/IT.
Serve as the liaison with IT for procurement of future Workforce Management software solutions, providing detailed business requirements and participating in the implementation and user acceptance testing.
Partner with schedulers to convert staffing requirements into practical schedules and time off allocations.
Creates and maintains related documentation/material pertinent to WFM systems, such as workflow, data, and process flow diagrams, use cases, business rules, etc.
Perform user support and issue resolution, collaborating with IT/Telephony and external vendors as needed.