Workforce Member Informatics Analyst
Hired by Matrix, Inc.
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Job Details
Skills
- WORKFORCE MEMBER INFORMATICS ANALYST
Summary
Are you ready to build your career by joining a healthcare provider? If so, our client is hiring a Workforce Member Informatics Analyst.
Position Type:
- Contract to Hire
- Hybrid
- Education: Bachelors. Required
- Experience: 3+ years.
- Knowledge of Call Center management best practices. Required
- Strong functional analytical skills (budgeting, costing, etc.). Required
- Process analytical skills in a call center environment. Required
- Ability to create well organized, accurate, and concise material and work documentation for organizational use. Required
- Strong knowledge of Microsoft applications including Outlook, Word, PowerPoint, Excel, and Access with the ability to create and maintain data bases and the ability to use them to present to both internal and external contacts. Required
- Strong knowledge of work force management tools and the ability to maintain them. Required
- Work as part of a team. Required
- Work independently. Required
- Work in a fast paced environment with changing priorities. Required
- Demonstrated organizational skills. Required
- Multi-task. Required
- Remain calm under pressure. Required
- Work in dimly lit office. Required
- Business or Data Science field.
- Prior experience in a Call Center Operations environment.
- Call management experience.
- Improves workforce management effectiveness by scheduling, budgeting and forecasting.
- Implements and optimizes the usage of Workforce Management tools within a Contact/Customer Service Center environment.
- Provides daily and weekly scheduling and real time monitoring support for Customer Service.
- Tracks and analyzes data to support executive management staffing decisions.
- Daily monitoring of Workforce management applications.
- Post analysis evaluation of agent statistics and reporting relating to the above programs.
- Updating daily agent exceptions and payroll system.
- Provide ongoing operational analysis of call center operations, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc.)
- Identifying and partnering with the Navigation center team to implement innovative labor management practices.
- Develop labor schedules to meet contact volumes and service levels.
- Utilize specialized software tools to manage and forecast staffing levels for multiple call centers.
- Work with the Member Solution Center leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy, cost per call, etc.
- Work with Member Solution Center Director and senior management to accurately forecast call volumes, analyze historical call volume; project budgetary expenses, determine future costing and assist with training and new hire numbers.
- Analyze call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals.
- Balance multiple priorities with little or no direction.
- Identify what resources are required to implement parts of projects.
- Effectively use project plans to focus work and ensure deadlines are met.
- Monitors Workforce Management tools real time to maintain service level data.
- Evaluates daily call trends.
- Works with Customer Service management to ensure agent adherence and/or conformance to schedules.
- Accurately inputs schedule changes received through the call out line or exception reporting.
- Prepares Time Utilization, Adherence/Conformance, and weekly scheduling reports.
- Updates any daily schedule exception.
- Responsible for tracking employee hours in payroll system.
- Designs/creates various databases for staffing and analysis.
- Creates reports utilized by Customer Service for staffing/ productivity measurements.
- Assists in creating schedules/scheduling scenarios utilizing workforce management technology.
- Interacts with various levels of management to provide decision support and complete various scheduling-related projects with minimal supervision.
- Analyzes daily call trends and alerts Workforce Management Analyst to needed staffing updates.
- Responsible for daily, weekly and monthly call center reports which highlight call center performance (Call Volume, Service Level, Average Handle Time, Abandon % and Average Speed to Answer).
- Ability to work overtime as required.
We want to hear from you! If you think you’d be a good match, submit your resume and reach out to Priyanshu at to learn more.
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- Dice Id: mic
- Position Id: 26-04005
- Posted 3 hours ago
Company Info
About Hired by Matrix, Inc.
Hired by Matrix is a leading staffing organization providing exceptional contingent and permanent staffing solutions to clients across the United States. At Hired by Matrix, we believe in the human touch and start every partnership with an in-depth conversation. By talking with our clients about their hiring needs and listening to job seekers describe their career goals, we build an understanding of what they are looking for and work hard to make it happen. Further, as a proud member of the Women’s Business Enterprise National Council (WBENC), we strive for excellence in diversity and inclusion.
Our staffing services encompass a wide range of industries and professions:
· Travel Nursing: We excel in connecting healthcare facilities with highly skills Travel Registered Nurses for bedside care on short-term engagements as well placing professional allied health staff.
· Information Technologies: We provide businesses with proficient IT Professionals who possess expertise in various technologies and programming languages.
· Engineering: We have a team specialized in recruiting talented engineers for diverse industries such as civil, mechanical, electrical, manufacturing and more.
· Human Resources: Our comprehensive HR staffing solutions help companies find to HR professional with extensive knowledge in recruitment, employee relations and HR Management.
· Life Science: We assist companies in the pharmaceutical, biotechnology, and medical device sectors by sourcing scientific and research professionals with specialized expertise
· Finance & Accounting: We provide finance and accounting professionals to organizations, including CFO’s, Accountants, financial analysts, and more.
· Administrative & Clerical: We supply administrative support staff, including receptionists, office managers, administrative assistants, and clerical personnel.
We are proud of the company we keep and are honored to have a strong array of clients who put their faith in us to help their business flourish. Our wide range of clients includes several of the top fortune 100 companies. Further, to support a balance between work and home life, Hired by Matrix has elected to be a 100% distributed work environment. This approach allows us to support our clients in the way they work, when they work.
Why Hired by Matrix?
Extensive Industry experience: With years of experience, we possess in-depth knowledge and understanding of our specific staffing requirements and challenges across different industries.
Long Term Relationships: Exceptional relationships with multiple clients that expand over 2 decades.
Exceptional Talent Pool: Our vast network and comprehensive candidate database allows us to connect business with highly skilled professionals who meet their specific criteria and culture fit.
Quality screening: We conduct rigorous screening and assessment processes to ensure our candidates possess the necessary qualifications, skills, and experience required by our clients.
Customized Solutions: We tailor our staffing solutions to meet the unique needs and preferences of each client, providing flexible and scalable options that align with their organizational goals.
Dedicated Customer Support: Our Dedicated team is committed to delivering excellent customer service, providing ongoing support through our Consultant Appreciation Program which provides guidance throughout the onboarding process and beyond.
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