Workforce Optimization Analyst

Description

JOB SUMMARY (Updated August 2024)

The Workforce Optimization Analyst is responsible for supporting strategic and business goals by developing and managing campaign creation and execution. The Analyst will be responsible for identifying workforce improvement initiatives and efficiency opportunities to support Clinical Services delivery on program performance and productivity metrics. The role will help support the development, implementation and maintenance of business applications, related to workforce optimization, to ensure operations are carried out accurately and efficiently.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Manage and create workload/campaign management strategies to optimize workforce resources, increase productivity and meet program performance goals. This includes monitoring progress/outputs (including real-time monitoring of associates when applicable), analysis of performance, and campaign segmentation
• Collaborate with associates across the organization (including vendors) to support business objectives and follow compliance regulations (e.g., TCPA) across campaigns (i.e. Interactive Voice Response (IVR), vendor campaigns, LTC/LTI campaigns, targeted campaigns, etc.)
• Collaborate on and create process documents for internal and external stakeholders regarding campaign segmentation, performance, call attempt data and campaign progress/outputs
• Evaluate and contribute to the development of workforce policies, processes, training and technology to drive engagement, ensure compliance, and reduce operational costs
• Management of campaign segmentation process and training of additional associates for support.
• Leverage historical workforce/campaign data, performance data and real-time analysis to generate and execute practical, sustainable, and innovative initiatives to maximize existing resources while balancing campaign initiatives, volumes, and compliance regulations.
• Review campaign outputs (e.g., dispositions) for quality assurance
• Support Workforce Management activities which may include workforce data collection and analysis, updating associate schedules, maximizing associate resources, managing intraday changes and completing necessary workflow adjustments.
• Support leadership with audits, grievances, ad hoc reports, ticket creation/tracking and tracking of IT/technology issues
• Triage of campaign issues and business applications (e.g., telephony)
• Promote a mission-driven team culture, actively demonstrating accountability, empathy, integrity, opportunity and unity
• Other duties as assigned; examples include training, engagement strategies, etc.
• Meet performance expectations set forth by manager
• Comply with the Outcomes Telecommuter Policy, Attendance Policy and other specific policies and procedures

Qualifications

KNOWLEDGE & REQUIREMENTS

• Work style that assigns a sense of urgency, with emphasis on the importance of timeliness, accuracy and accountability
• Maintain a level of persistence and follow-up to ensure that no details are missed
• Strategic thinking skills and the ability to utilize data as a guiding force in decision making
• Excellent organizational skills; must be able to multitask and work with competing priorities.
• Strong written and verbal communications skills; ability to collaborate with all levels in the organization including frontline team members through executive leadership.
• Demonstrate understanding of applicable business strategies, goals, and processes as they relate to campaign management.
• Proficient in Microsoft office suite
• Knack for aligning organizational needs with business application and workforce capabilities
• Proficient in Genesys Cloud and other workforce applications
• Travel Requirements: Domestic and/or International, up to <10% 

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum years of work experience:   5 years in call center support, health care focus
• Minimum level of education or education/experience:   Bachelors or equivalent work experience in call center support, pharmacy, medical, MTM services, or health insurance

Preferred, but not required

• Experience with Tableau (or similar application)
• Knowledge of JIRA/Confluence
• Advanced Excel Skills
• Experience in project management, account management and / or strategic operations
• Additional education in a medical field (e.g., medical assistant, CNA, pharmacy technician, etc.)

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee 
to successfully perform the essential functions of this job.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing