Job Description
A bit about this role:
Our member and prospect-facing teams help people navigate the complex world of health care by genuinely listening to their questions and guiding them towards the best decisions for their healthcare needs. As a Workforce Management Real Time Analyst, you have the opportunity to help us optimize capacity planning for a rapidly scaling service, outreach, and sales team nationwide.
In this role, you will be responsible for managing the inbound queue for our Member Service Guide (MSG), Telesales, and inbound and outbound Member Outreach teams using Devoted’s workforce management (WFM) and contact center platforms to ensure our front line teams can support our members. You will create standard operating procedures based on the forecasted inbound call volume and partner closely with other Member Experience and Health Plan Operations teams to ensure there is sufficient support for frontline teams to meet Devoted’s service metrics on a daily basis. You will be expected to proactively identify areas of improvement based on data and insights. This role is critical to improving the Devoted experience for both frontline teams and members alike.
As an early member of a high velocity and high performing team, you will have disproportionate influence and ownership in the establishment of culture, capabilities, and process of the team as it grows. The role will, in part, be shaped by your skill set and growth goals.
Your Responsibilities and Impact will include:
Standard Operating Procedures: Create standard operating procedures based on forecasted inbound call volume.
Coordinate Support: Based on the forecasted volumes, coordinate with other Health Plan Operations Managers to arrange support.
Monitor Metrics: Monitor daily and intraday call volume, average handle time, shrinkage and other critical staffing metrics as measured against forecast and report out on trends and opportunity areas.
Reallocate Resources: Work with service leadership to reallocate resources as necessary to ensure key metrics are achieved on a daily basis (e.g., service level, average wait time).
Collaborate with Leadership: Collaborate with leadership teams to provide recommendations to improve performance.
Determine Schedule Needs: Determine overtime and / or schedule adjustment needs.
Provide Performance Reports: Provide service leadership with daily reports on performance.
Monitor Real-Time Adherence: Monitor real time adherence to scheduling and actively address areas of concern as they occur.
Build Relationships: Establish and maintain strong, trusting relationships with Health Plan Operations and Member Experience teams.
Identify Improvements: Through data and insights, proactively identify key areas of improvement in how Devoted serves its members and how our WFM tools can be a better resource for our frontline teams.
Partner on Technology: Partner with Enterprise Technology and IT on improving tools and managing the rollout of any new capabilities as they are developed.
Act as Subject Matter Expert: Act as subject matter expert on the day-to-day use of WFM tools to support various components of the operation.
Support WFM: Support other areas of WFM as needed
Required skills and experience :
Operational Experience: 1-3 years of workforce management or direct operations experience.
Performance Tracking: Experience in real-time monitoring and tracking intraday performance; setting goals and meeting them.
Startup Mindset: The ability to work in a startup environment: which means being transparent in your work, what’s going well, what’s not.
Execution & Ownership: A super proactive “get it done” attitude – and the skills to back it up.
Systems Experience: Experience using WFM software platform to manage contact center operations.
Analytical Mindset: Analytical mindset-strong analytical and troubleshooting/problem solving skills, including strong spreadsheet skills including in developing basic to intermediate staffing models…