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Workforce Manager Analyst

Imaging Healthcare Specialists

Location: Athens, Georgia
Type: Full-Time, Non-Remote
Posted on: July 26, 2022
This job is no longer available from the source.
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Workforce Manager Analyst
Imaging Healthcare Specialists Athens, GA Full-Time
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Job Details
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Imaging Healthcare Specialists is actively seeking an experienced and professional Workforce Manager (WFM) Analyst to join our dynamic team!
Summary: The WFM Analyst is overall responsible for improving call center efficiency and customer service and experience, creating greater profitability for the Company as a whole.
Locations with Position Openings : Athens, GA
Essential Responsibilities will include the following, and other duties may be assigned.
Corporate Duties:
• Maintains an unrelenting focus on improvement and providing customer value.
• Hands-on engagement in understanding and applying Lean.
• Makes learning and practicing of Lean principals a daily priority.
Management Support Duties:
• Encourages a high standard of care to our customers, provides positive support and encouragement to our employees, and understands our financial needs.
• Analyzes productivity, determining the effectiveness of the Company's current timekeeping system, and configuring and implementing new controls when necessary
• Proactively manages accurate time monitoring of agents and notifications of unscheduled agent's activities and adherences.
• Tracks, analyzes, and reports on employee efficiency or performance problems while documenting and escalating concerns regarding agent performance to management.
• Communicates with management and operations team to ensure compliance with patient and Company dialing standards. Recommends improvements in project performance based on analysis of forecast to actuals.
• Uses independent thought and judgment while operating under only general supervision.
• Assists managing the day-to-day operational and tactical aspects of the Call Center agents.
Operational Efficiency Duties:
• Works to reduce business costs and boost the efficiency of our employees through analyzing and Determining how best to utilize the skills and abilities of each employee that maximizes productivity.
• Ensures optimal call handling by modifying call routes and campaigns while managing the scheduling process and all intraday activities.
• Consults with the call center leader to help determine the best course for call routing and agent set up, implementing changes to increase efficiency.
• Forecasts customer interaction volumes on a daily, weekly, and monthly basis. Utilizes forecasted data to create optimized agent schedules by considering agents preferences and skill levels.
• Actively collaborate with call center leadership and line of business managers to Identify call volume trends, staffing models and performance improvement opportunities.
• Takes proactive steps to ensure schedules match the arrival of calls or offline work (email/chat/survey/sms) queues to include recommending solutions to Operations team, adjusting shifts and/or reprioritizing agent activities.
• Monitors workforce key performance indicators (KPI's) metrics to ensure goals are being met.
Staffing Support Duties:
• Forecasts short and long-term staffing needs, considering contact volume and headcount requirements.
• Assists with scheduling of PTO and any other Call Center/Channel activities in a manner that daily service levels are not impacted adversely.
• Determines agent adherence to schedule and agent performance.
• Identifies and determines required staffing levels based upon deviation reports and makes recommendations for improvements.
Administrative Duties:
• Assists or trains users on how to access, address problems, and use the system's features and monitor usage across all areas.
• Proactively updates SPIs defining the regular day-to-day operation and troubleshooting processes for new features, functions, or equipment.
• Receives, analyzes, monitors, and resolves/escalates network problems, researching error messages to take necessary actions while analyzing network failures by isolating them in a timely manner.
• Assists with the management of upgrades, implementation, or other tasks as assigned involving an 8x8 system.
• Troubleshoots and resolves complex problems while documenting and forecasting the performance impact of planned and implemented changes.
Qualifications:
• Proven analytical/problem solving skills as well as demonstrated attention to detail.
• Ability to prioritize, organize and summarize data, making improvement recommendations to leadership.
• Strong Excel skills, and solid working knowledge of MSOffice Suite and Tableau.
• Minimum 2 years' experience in a contact center as a supervisor or Minimum 1 year experience in a WFM role
• Experience with any of the following is a plus: Calabrio, 8X8
• Required: High school diploma or general education degree (GED).
• Preferred: Bachelor's degree from a four-year college or university.
Why Should You Work For IHS?
• Career Development and Growth Opportunities
• Lean Development (Enterprise Excellence)
• Leadership Growth and Development Training
• 4 Weeks of PTO your 1st year for part time and full time team members
• Yearly Compensation Reviews
• Medical, Dental, Vison, HSA Contribution and 401k matching
• Community Involvement
If you are interested in this job opportunity, please submit your resume in response to this ad. All resumes must be in the form of an attachment, or it will not be reviewed.
Our company is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations.
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Recommended Skills
• Administration
• Analytical
• Attention To Detail
• Business Efficiency
• Call Centers
• Customer Service
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