Real Time Workforce Analyst
The Workforce Analyst will take ownership of intraday performance management, including monitoring arrival patterns, schedule conformance, as well as scheduling and planning offline activities to ensure service level, staffing, and employee satisfaction goals are met.
Responsibilities:
- Monitor and manage phone, chat and offline performance
- Monitor real-time adherence and schedule conformance for team members to maintain alignment to demand
- Allocate employees to different tasks/shifts to ensure the right people are in the right place at the right time
- Prepare and submit reports on resource utilization, attendance, and productivity
- Provider leadership teams with timely, accurate reports on intraday performance and impacts
- Approve and process real-time and future change requests for schedule modifications
- Ensure all exceptions are accounted for and align to optimal business requirements
- Provide impact analysis for outages, staffing shortages, and other unplanned events
- Responsible for updating and maintaining schedules that are aligned at the interval level to the short term call/workload demand in support of business, productivity, and Operational objectives
- Assist in scheduling all off-phone activities such as offline-work, team meetings, coaching, training, etc.
- Use schedule accuracy measures for continuous improvement, including making recommendations to improve schedule efficiency and employee satisfaction
Qualifications:
- Bachelor's degree in Human Resources, Business Administration or related field preferred
- 2+ years workforce management experience in contact center environment; healthcare industry experience strongly preferred
- Experience with Workforce Scheduling Software needed
- Excellent verbal and written communication skills
- Strong organizational and analytical skills, including trend analysis
- Excellent time management skills, with the ability to plan, prioritize, and effectively organize competing priorities
- Extremely reliable self-starter wit the ability to work independently with little supervision
- Ability to handle multiple tasks at a time
- Must work with a high sense of urgency in a fast paced environment
- Must be effective and efficient working in a team environment
- Candidates must be service oriented, self-confident and dependable
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About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.
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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.