Workforce Mgmt Analyst I

Summary

ICONMA is recruiting for a Workforce Management Analyst I role supporting a health insurance company. The role monitors call center traffic, analyzes forecasts and performance, adjusts staffing, reports on workload, and recommends technology and process improvements to achieve service goals.

Responsibilities

• 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

Skills

• * 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
• * 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
• * Excellent communcation skills both written and verbal., Proficient
• * Ability to recognize, analyze, and solve a variety of problems., Proficient
• * Ability to analyze, organize, and prioritize work while meeting multiple deadlines., Proficient
• * Proficient in Microsoft Office applications., Proficient

Qualifications

Must Haves

• * 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
• * 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

Nice to Haves

• * Excellent communcation skills both written and verbal., Proficient
• * Ability to recognize, analyze, and solve a variety of problems., Proficient
• * Ability to analyze, organize, and prioritize work while meeting multiple deadlines., Proficient
• * Proficient in Microsoft Office applications., Proficient

Benefits

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