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Workforce Management Analyst

Company: Vantage Health Plan, Inc.
Location: Baton Rouge
Posted on: January 16, 2022

Job Description:

Job Summary: The Workforce Management Analyst is responsible for collaborating closely with Member Services leadership to develop, implement, and manage the day-to-day optimization of the Customer Service resources to meet efficiency, quality, and service level goals for the call center through effective forecasting, accurate schedule creation, strong communication, and detailed data analytics. Job Responsibilities: Schedule Creation --- Create, run, and maintain viable work schedules for all Customer Service Call Center teams --- Organize and maintain data in workforce management tools, as well as down-flow applications used by end users --- Successfully forecast call volume, shrinkage, headcount requirements, and average handle time for multiple skills as they align with attaining service level goals --- Assess and improve efficiency within the department regarding call types, schedule adherence and quality assurance levels --- Troubleshoot limited technical tasks necessary for creating and completing work schedules, coordinate with other departments, including Information Technology and Telecom, to troubleshoot more advanced technical defects --- Partner with management teams to communicate and discuss impacts to call volume for upcoming initiatives and ensure forecasts are built incorporating those activities --- Continuously seek opportunities to build knowledge of scheduling tools; share knowledge gained with the management team to drive improvement in performance and metrics Real Time Monitoring --- Work with department leadership to develop overtime/VTO requirements, communicate FMLA/LOA impacts, assist with PTO allocations per team, monitor and schedule exceptions (such as team meetings, training, one-on-ones, etc.) to ensure daily service level objectives are met --- Monitor intra-day volumes to ensure compliance to business needs and make real time forecasting and scheduling decisions to ensure all key metrics are met --- Schedule off-phone activities based on staffing capacity --- Identify trends and potential risks that may arise throughout the day and partner with leadership to implement mitigation strategies --- Work within the Workforce Management applications and other designated software to align hours worked for call center representatives accurately --- Assess and improve efficiency within the department regarding call types, schedule adherence and quality assurance levels --- Monitor Call Center representatives to maximize production of agents in real time notices to staff and management --- Assist with crafting short-term forecasting models, including volume, productivity, non-productive time, and full time/part time staffing mix for holiday, special seasonal schedules, etc. Reporting & Special Projects --- Distribute daily and monthly reports with pointed analyses, communication of progress towards determined goals, and recommendations for improvement --- Analyze call production data --- Learn about various reporting created by the team; provide cross-functional support to other areas within the team when applicable --- Participate in user-acceptance testing for software upgrades and/or newly acquired applications related to workforce management activities Other Workforce Management & Analytics Responsibilities --- Participate in monthly and/or quarterly meetings with department management to identify scheduling needs --- Create business correspondence and procedure manuals. Document all processes and provide written documentation for all changes made to forecasts --- Research call center scheduling best practices. Identify opportunities to improve current scheduling methodology and produces recommendations and proposals for management Marginal Duties: --- Assist with special projects as needed --- Other duties as assigned Job Requirements:Knowledge, Skills, and Abilities: - --- High school diploma or equivalent - --- Bachelor's degree in business-related field or equivalent experience --- Experience in workforce management activities such as modeling, forecasting, planning, scheduling, reporting, data analysis, and real time contact center performance monitoring --- Experience with CISCO workforce management software strongly preferred --- Experience working in a fast-paced environment with ability to manage multiple projects, appropriately prioritize workload, plan for resources to meet deadlines and goals, and respond to day-to-day functional needs --- Strong leadership, project management, quantitative, and qualitative skills --- Strong understanding of statistical analysis --- Ability to train, mentor, and coach others with an emphasis on growth and development --- Ability to use software to create reports, presentations, and spreadsheets involving complex databases and information in order to analyze data and identify current business trends --- Critical thinking skills are a must --- Ability to navigate through multiple computer programs with ease including but not limited to Microsoft Office Suite (Word, Outlook, Excel, etc.) --- Highly organized and efficient with strong attention to detail --- Excellent verbal and written communication skills --- Ability to communicate and interact effectively with all levels of staff Supervisory Responsibilities: --- None Supervision Received: - --- Works under general supervision of the Director of Member Services and Enrollment Working Conditions: --- This position operates in a professional office environment with opportunity to work from home upon meeting training, eligibility, and performance requirements as deemed appropriate by management --- This is a full-time position (40 hours/week) --- Overtime may be required - --- Travel may be required Physical Requirements: - The physical requirements 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 qualified individuals with disabilities to satisfactorily perform these essential functions without causing an undue hardship for the employer. While performing the duties of this job, the employee is required to remain in a stationary position for long periods of time and must frequently move about the office. The employee must constantly operate a computer and other office equipment such as phones, keyboards, printers, and copiers. The employee is regularly required to communicate with others via phone, email, etc. Occasionally, the employee is required to move up to 10 pounds and may, at times, be required to move up to 50 pounds. -

Keywords: Vantage Health Plan, Inc., Baton Rouge , Workforce Management Analyst, Executive , Baton Rouge, Louisiana

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