[Hiring] Workforce Management Analyst I @Iconma Portal

Role Description

Our Client, a Health Insurance company, is looking for an Analyst, Workforce Mgmt I for their Remote location.

• Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center to ensure service level objectives are met.
• Work closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules and staff as needed, ensuring optimum staffing levels.
• Provide regular reports to management on workload and workforce.
• Make recommendations for new or updated call/service center technology and process improvements to reduce costs.
• 25% Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.
• 25% Identifies call volume trends and averages on an intraday, weekly, monthly, etc. basis.
• 20% Monitors and responds to queue activity and service levels.
• 10% Establishes and maintains communications channels regarding events that impact customer experience center performance and workload.
• 10% Communicates necessary adjustments to staffing based on changing/dynamic forecasts.
• 10% Collaborates with internal customers (other teams, departments, and customer experience center staff) to identify opportunities for improvement to achieve service goals.

Qualifications

• Bachelor's Degree
• 1 year in a Scheduling, Forecasting, or Traffic environment.
• In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Requirements

• Excellent communication skills both written and verbal.
• Ability to recognize, analyze, and solve a variety of problems.
• Ability to analyze, organize, and prioritize work while meeting multiple deadlines.
• Proficient in Microsoft Office applications.
• The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes them ineligible to perform work directly or indirectly on Client care programs.
• Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time.
• Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence.
• Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Benefits

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities