WFO Queue Perf Analyst
One Call Medical, Inc.

Job Info

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WFO Queue Perf Analyst

Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you're joining our care coordination team or playing a supporting role, the work you do every day helps us collectively reach our mission of "getting people the care they need when they need it." We believe that by staying committed to our core values of Think Big, Go Fast, Deliver Awe,and Win Together, we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.

Salary Range: $19.07 - $28.56 Hourly

This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $19.07 - $28.56 Hourly

Benefits Summary:
In return for your commitment to our company's mission, we offer a vast array of benefits to help support the whole you.

• Opportunities to work from home

• Competitive wages with opportunities to earn annual merit increases

• Paid development hours to use for professional and community development!

• 18 days of Paid Time plus 8 company holidays, and 2 personal days per year

• $1,000 Colleague Referral Program

• Enterprise Recognition Program rewarding colleagues for their extraordinary work

• Exclusive discounts on travel, activities, and merchandise via work discount program

• Colleague Assistance Program that provides free counseling and financial services

• Tuition Reimbursement Program including certifications

• Quantum Health: A healthcare navigation platform to help our colleagues make the best, most cost-effective healthcare decisions

• Medical, dental, and vision insurance

• Pre-Tax FSA and HSA health savings accounts

• 401(k) matching

• Company paid life insurance

• Company paid short term and long-term disability

• Healthcare concierge

• Pet Insurance

• The One Call Foundation which aims to help colleagues during unexpected emergencies, from car accidents to natural disasters.

JOB SUMMARY:

Provides Workforce Management support and monitoring for operations in a call center environment. Analyzes calls, including call volume, staff productivity, and resource allocation. Conducts call pattern forecasting and schedules planning activities to help meet business objectives and service level expectations. Monitors the application of scheduling systems, including policy and procedures, operating structure, and information flow. Recommend operational improvements as needed.

GENERAL DUTIES & RESPONSIBILITIES:

Analysis and Administrative: 80%

• Monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time, which exceeds defined thresholds.

• Work closely with Operations, calling out non-adherent events through a notification process of emails, messaging and/or direct calls to Operational management so that non-adherent agents can be directed back toward operations task (e.g. Telephonic or Non-telephonic).

• Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through email notifications or direct calls via MS TEAMs.

• Provide historical reporting compilation as required by the Line of Business and/or Campaigns.

• Provides real-time feedback to Workforce Optimization leadership and Operations management on the status of the LOBs (Line of Business) and campaigns.

• May also be required to change agent skill associations on the switch and or provide historical reporting, depending on LOBs and campaign requirements.

Collaboration: 20%

• Coordinate with Operations and other WFO Queue Performance Analysts on the same LOBS/campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.

• Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the LOBs/campaign.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• Minimum High School diploma or equivalent required, 2 years college or more preferred

• Minimum 3 years utilizing Workforce Optimization applications: Genesys, Aspect eWFM, NICE, or Verint preferres

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

• Strong Analytical Skills required to critically assess situations and make decisions in real time

• Excellent problem solving and decision-making skills

• Ability to operate effectively in a team environment

• Excellent oral and written communication skills and interpersonal skills

• Experience with contact center reporting and metrics preferred

• Proficiency in Microsoft Office Applications including MS PowerPoint, Excel, Word and other relevant software required

PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENT:

• For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear.

• The employee is occasionally required to stand, walk, and lift objects (up to 10lbs weight; up to 4 ft. height).

• Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus

• The work environment utilizes florescent lighting; noise level is moderate.

• The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.

• Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.

Please be advised this job description is subject to change at any time.

This job has expired.