We are recruiting for a Workforce Management Analyst to join Lacuna Health in Louisville, Kentucky.
The Workforce Management (WFM) Analyst will have a critical role in assuring superior customer support and experience.
In this role, WFM Analyst will work with operational leaders to ensure correct staffing, forecast for future planning, optimize processes and help define solutions if problems arise to achieve business objectives.
A WFM Analyst is expected to build work schedules for various teams, leverage historic and real time data to create forecast and optimize staff utilization, such as reducing wait time to maximize the customer’s experience and help drive continuous improvement. The ability to create forecasting and scheduling to that forecast is essential.
Work in collaboration with operational leadership to ensure service levels are met
Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution
Monitor call volume demand in real time and flexes workforce accordingly to ensure service levels are met
Ensure that the best possible call center service levels are achieved to maximize utilization
Schedule off the-phone activities around forecasted call patterns
Make real time updates to schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability
Update schedules to account for breaks, paid time off, etc
Must possess strong quantitative, analytical and technical aptitude skills
Find, document and escalate any system problems identified and provide follow-up to ensure problem is resolved
Conduct analysis and recommend solutions to real-time performance issues
Must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers
Analyze past call volume, interval arrival patterns and staffing patterns and provide bi-weekly and monthly forecasts consisting of required staffing levels to ensure service goals are met
Prepare daily/weekly/monthly and ad hoc reports and distribute to management
Assist supervisors in reviewing agent requests for time off such as vacation and personal days
Must possess the ability to work independently, establish priorities and demonstrate good judgment skills
Proficient user knowledge of Windows Office programs (Word, Excel, PowerPoint), and the ability to learn to specialized computer applications that are specific to handling job requirements
Complete understanding of overall operational activities including phone, email, chat, community and social media support
Working knowledge of workforce management programs
Ability to develop professional working relationships and communicate effectively with multiple constituencies – contact center leaders, contact center staff, fellow Kindred associates, etc.
Ability to plan, organize and prioritize multiple tasks that need to be completed on a daily basis
Excellent organizational skills and documentation orientation
Ability to maintain confidentiality
Ability to work independently
Must be self-motivated and goal oriented
Ability to communicate effectively, both orally and in writing
Ability to work flexible hours
Ability to maintain regular attendance
Ability to perform the essential job functions of this job, with or without reasonable accommodations
Requires a H.S. diploma. Some college or degree is preferred.
Must have knowledge of WFM software (Verint, IEX, eWFM, etc.) that includes real-time adherence.
Depending on a candidate’s qualifications, this position may be filled at a different level.
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