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Workforce Management Real Time Analyst
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Job Description
- Req#: 7096868
Employer Industry: Healthcare Sharing Ministry
Why consider this job opportunity:
- Salary up to $25.72/hour
- Opportunity to receive an annual bonus target of 5% of annual eligible earnings
- Comprehensive benefits package including 100% paid medical for employees and 99% for family
- 6 weeks of paid parental leave for both mothers and fathers
- Generous paid-time off and 11 paid holidays
- Supportive work environment focused on personal and professional growth
What to Expect (Job Responsibilities):
- Manage tactical scheduling to maximize staffing resources and achieve service level objectives using Verint and Omni-channel platforms
- Identify and respond proactively to intervals that require schedule adjustments and remediation tactics
- Develop accurate long, medium, and short-range staffing forecasts and efficient agent schedules
- Perform workforce management activities, including financial budget planning and intraday resource assignment
- Communicate daily with various business lines to ensure active involvement in scheduling and planning activities
What is Required (Qualifications):
- High School Diploma or GED required; Bachelor's Degree preferred
- Minimum of 3 years of Workforce Management or equivalent experience in a call/contact center environment
- Knowledge of forecasting/scheduling software is required
- Strong understanding of contact center metrics and reporting principles
- Experience with Verint software is strongly preferred
How to Stand Out (Preferred Qualifications):
- Experience building in-depth long-term forecasting and staffing models in Excel or appropriate WFM systems
- Ability to learn and implement new systems and procedures quickly
- Excellent written, oral, and digital communication skills
- Strong analytical skills to diagnose complex problems with data
- Familiarity with multiple forecasting methods such as Erlang and time series regression
#Healthcare #WorkforceManagement #CareerOpportunity #CompetitiveBenefits #CallCenter
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