Univita Health
 

Career Center


For additional positions click here

Workforce Management Analyst

Job Title
Workforce Management Analyst
Job ID
796040
Begin Date
4/24/14
Duration
Location
Miramar,  FL
Other Location
Description
JOB SUMMARY: 
This position is responsible for standard reporting and analysis function for the Call Center working with leadership in operations. The incumbent will generate all Work Force Management standard and selected ad hoc data reports for the Call Center based on data available. This position will also help design reports to meet stated needs and verify data elements with appropriate Call Center staff and resolve any discrepancies to maintain report accuracy and credibility. In addition to creating tables and figures, he/she will help interpret the volume and productivity data, provide context and contribute to program reports that describe the meaning and implication of the information. This position will look for patterns to optimize staffing levels. The incumbent will consult with the Call Center Manager and Operations Director on reporting goals, methods and results. This position will also schedule Call Center employees to ensure customer satisfaction.
 
ESSENTIAL FUNCTIONS

Title: Work Force Management Analyst

 FLSA: Exempt
 Key duties / responsibilities / accountabilities
 
  1. Ensure efficient day-to-day management of all customer service queues for Univita across multiple facilities in order to effectively meet various client performance expectation metrics, along with optimizing staffing levels
  2. Modify employee priority levels real-time to ensure proper coverage and performance of queues
  3. Organize additional assistance from other areas to maintain performance
  4. Complete and analyze reports as needed, including call forecasting, daily performance metrics, anticipated staffing needs, employee productivity, call center analytics, etc. and deliver to appropriate parties
  5. Develop designer reports using Avaya call monitoring software and VerInt forecasting and scheduling to assist in volume and productivity analysis
  6. Create employee schedules for all customer service employees, including break and lunch times, to optimize service level performance across the organization
  7. Monitor employee adherence to call center performance standards real-time and notify management of negative trends
  8. Work with software tools, business leaders and account managers to create accurate call forecasts to generate results, interpret findings and summarize into meaningful tables, graphs and narrative
  9. Schedule off-phone activities for employees as needed at times that minimize impact to performance, including team meetings, one-on-one meetings, training, etc.
  10. Identify training needs based on anticipated call volumes
  11. Manage vacation requests to ensure business needs are consistently met
  12. Other duties as assigned 
 
QUALIFICATIONS
   
Minimum  Qualifications
  1. Minimum qualifications prior to a candidate being considered for position. Includes education, experience, certifications, etc. Candidates not meeting these minimum qualifications will not be considered.
  2. High School diploma or GED
  3. Minimum of 4 years experience in reporting analytics and call center scheduling may be substituted for education.
Preferred Qualifications Additional certifications and qualifications:
  1. BA/BS with 1-3 years experience.
  2. Blue Pumpkin or VarInt Work Force Management software knowledge
 
 ENVIRONMENT and COGNITIVE /PHYSICAL DEMANDS
  • Office environment
  • Ability to read, hear, speak, keyboard, and reason and problem solve.
  • Requires prolonged sitting and telephone usage. 
  • Requires the use of office equipment such as computer terminals, telephones or copiers. 
  • Requires normal vision range. 
  • Infrequent lifting up to 15 pounds. 
Openings
1

Option 1: Create a New Profile

Univita Health is an Equal Opportunity Employer (EOE/AA) and participates in E-Verify. Univita Health will not discriminate in its employment and employment-related decisions against any applicant or employee based on age, race, gender, creed, religion, national origin, disability, marital status, covered veteran status, sexual orientation, status with respect to public assistance, membership or activity on a local commission, or any other characteristic protected under state, federal, or local law.

 
 
 
Home |  About Us  |  What We Do  |  News  |  Careers  |  Contact