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Workforce Analyst

Company: Monogram Health
Location: Nashville
Posted on: November 22, 2021

Job Description:

The Workforce Analyst is responsible for analyzing call center operational performance utilizing workforce management models, tools, and systems to ensure optimum scheduling, forecasting, intra-day and real time monitoring, and reporting. Coordinate with call center leadership to ensure staffing is maximized. Contribute to consistently achieving service level goals by efficient headcount management. Administer workforce management system including, but not limited to, assuring data integrity, updating the dashboards & data bases . To be considered for this role, you must complete the Indeed Microsoft Excel proficiency exercise included in this posting. Experience, Responsibilities and Qualifications o Bachelors degree in healthcare business administration, operations management, or related subjects o Responsible for real time monitoring & adherence to established service levels and KPIs o Manage call center attendance and punctuality. o Extensive knowledge of workforce management forecasting, capacity planning, scheduling o Generate and publish reports hourly/daily/weekly/month as needed by call center leadership, while highlighting irregularities on a real time basis as it pertains to shrinkage, AHT, Short calls, meal and break periods. o Monitor leads in respective territories, prepare and load next file call campaigns accordingly to ensure that leads are called strategically. o Build reports that track and trend patient Answer rates, conversion rates, etc. for each respective region nationally. o Present analyze and report to executives on reports and findings proactively. o Complete and manage special projects as assigned. o Manage Contact center skills and manage all offline activity to ensure that Service levels are tracked to be met. o Exceptional experience loading patient files/leads/prospective members into Salesforce, identifying, and assigning territories/regions. Experience in managed care, delegated financial risk or value-based healthcare preferred. Candidates with healthcare analysis at reputed professional service firms will be strongly considered. o 5+ years of relevant work experience to include use of database and analytics solutions such as Salesforce, Salesforce Maps and Power BI; command of Microsoft Excel and PowerPoint required. o Call center WFM & Dialer experience is very required. o Self-starter and independent, logical thinker with ability to perform detailed data analysis. o Must demonstrate excellent professional communication skills through clearly written, concise and comprehensive documentation, strong technical writing skills. Job Type: Full-time Benefits: 401(k) Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance Schedule: 8 hour shift Monday to Friday Education: Bachelor"s (Required) Experience: database and analytics: 5 years (Preferred) Work Location: One location Work Remotely: No Work Location: One location

Keywords: Monogram Health, Nashville , Workforce Analyst, Professions , Nashville, Tennessee

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