[Hiring] Workforce Management Analyst II @Iconma Portal

Role Description

Our client, a Health Insurance company, is looking for a Analyst, Workforce Mgmt II for their Remote location.

• Responsible for performing analysis of historical business data, including:
  • Past call and transaction volume
  • Projected business trends and events
  • Other possible drivers of workforce volume
• Partner with business leaders to develop staffing capacity and assist with ad hoc workforce planning analysis requests.
• 30% Responsible for forecasting call volume and resource requirements necessary to meet objectives, including:
  • Development of long range capacity and workload requirements
  • Day of week and intra-day call volume forecasts
  • Analysis and recommendation of appropriate staffing plans
  • Identifying optimal work schedules and workload requirements
  • Ongoing adjustments and improvements to staff levels, skill groups, and capacity plans
• 20% Evaluate and analyze all aspects of call volume and staff forecasting and generate weekly schedules based on forecasted volumes.
• 20% Maintain accuracy and data integrity of Scheduling/Forecasting database, including:
  • Schedule preference and headcount information
  • Design, build, and maintain databases and/or spreadsheets tracking key service statistics
  • Import data from other database sources as needed to generate reports
  • Identify and address new and developing scheduling/staffing needs
  • Perform regular and ad hoc reporting as required
• 20% Proactively incorporate cyclical and periodic events into forecasted weekly, monthly, and annual volume and staffing plans.
• 10% Participate in scheduled Forecasting / Planning meetings and may coordinate activities of other Workforce Management Team members.
• Assist in carrying out disaster recovery plans when necessary and complete special projects as assigned.

Qualifications

• Bachelor's Degree
• 3 years’ experience in service center operations or scheduling/forecasting within a call center environment.
• In lieu of a bachelor’s degree, an additional 4 years of relevant work experience is required.

Requirements

• Proficient in Microsoft Applications including Word, Excel, and Access.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Strong statistical and analytical ability with strong organizational skills and attention to detail.
• Excellent interpersonal, oral, and written communication skills.
• Ability to work independently and collaboratively.
• Must disclose any debarment, exclusion, or other event affecting eligibility to perform work on Federal health care programs.
• Ability to work in a fast-paced environment with changing priorities, deadlines, and workloads.
• Ability to meet established deadlines and handle multiple customer service demands.
• Strong analytical and problem-solving skills with the ability to identify trends and provide actionable recommendations.
• Advanced Microsoft Excel proficiency, including pivot tables, lookup functions, and data analysis techniques.
• Workforce Management knowledge and experience, including forecasting, scheduling, and capacity planning.
• Experience with contact center technologies and Workforce Management platforms.
• Strong communication and stakeholder management skills.

Benefits

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