Responsible for developing contact or claims center schedules to ensure maximum efficiency of resources to meet member demand
Responsible for proactively identifying contact or claims center scheduling gaps utilizing business and strategic supplier data
Provides insights and recommendations on process improvements based on data insights
Maintains business schedule processes and data to ensure effective alignment of schedules to business demand
Maintains effective relationships with suppliers and cross-functional departments to ensure service level objectives are met
Builds and maintains internal and external business partner relationships to proactively identify, report, and resolve scheduling issues and deliver on performance
Maintains oversight and update authority to skill template management to ensure MSR skill sets align with MSR role / peer group supporting contact center strategy
Participates in workforce strategy projects; engages appropriate areas within Call Center Solutions or Claims Workforce Management to review and validate strategies
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Bachelor's degree; OR 4 years of relevant education and/or experience
2 years of experience in workforce management planning within a contact or claims center environment
Proficient knowledge and application of workforce management tools & data analysis tools, telecommunications tools, and contact center routing systems
Working experience with workforce management tools and/or software such as NICE IEX
Relationship skills, verbal and written communication and ability to identify root cause / solutions
Proficient in Microsoft Office software tools to include Word, Excel, PowerPoint

Workforce Management Analyst II

Key skills