As a WFM Resource Planning Analyst you would be responsible for monitoring inbound call traffic and ensuring efficient distribution based on staff availability. You would use your analytical skill and utilize call volume reports to coordinate and complete real time capacity planning within the contact/call center. This role analyzes call center trends, including call volume, call patterns, staff productivity and resource allocation.

This is an exciting opportunity for someone who enjoys the analytical aspects of finding the trend in the numbers puzzle and being a part of the solution.  You would be an integral part in identifying areas for improvements to workforce productivity and modifications to programs.

Core Responsibilities

• Provides recommendations regarding capacity utilization and effectively enables the operation to meet/exceed operating objectives through accurate and consultative input and guidance regarding capacity.
• Monitors call distribution, product routing, priority levels, and load balancing to optimize service and ensure the most efficient use of resources to achieve the expected customer service levels.
• Interface with operations and WFM leadership regarding factors impacting performance.
• Displays high level of operational focus, professionalism, and engagement.
• Displays a positive team relationship by being supportive, visible, and easily accessible.
• Collaborates with matrix partners to ensure objectives and standards are met.
• Communicates in a clear and concise manner that is appropriate with the intended audience.
• Has awareness of and sets an example of compliance with all corporate policies and completion of trainings.
• Supports diversity by building an inclusive environment and valuing different perspectives.

Qualifications:

• High school Diploma or bachelor?s degree preferred.
• 3+ years? experience in a contact center environment handling Workforce Management function such as monitoring or reporting on call trends, call metrics, or KPIs.
• Knowledge of WFM tools and basic call routing strongly preferred (such as Verint, IEX, Aspect, Genesys)
• Demonstrated understanding of call center processes and procedures
• Must be technically savvy with strong Microsoft Office skills including intermediate proficiency with Excel (ability to run advanced formulas, write SQL queries, and create pivot tables preferred)
• Excellent verbal and written communication skills, including the ability to communicate effectively and persuasively with individuals, groups, or work teams to explain difficult technical issues and the ability to listen effectively.
• Must have strong analytical skills with the ability to analyze data, evaluate potential problems/opportunities, recommend, and implement solutions.
• Knowledge of Healthcare/PBM industry/Managed care industry preferred.