Workforce Operations Analyst

5 days ago

Orlando, United States AssistRx Full time

This role is responsible for enhancing operational efficiency and increasing productivity and overall performance within Patient Solutions and other parts of the company via historical reporting, live queue monitoring, workforce management solutions and understanding overall workload for an associate, team, department and/or organization. Within this role, the Workforce Operations Analyst serves customers by identifying, analyzing, and developing enhancements in real time visibility, reporting, productivity, efficiency, internal team relationships and customer service. The Workforce Operations Analyst regularly provides valuable insights and support to the department supervisors, managers, and director to effectively maintain program operations and goals.

  • Utilize WFM/WFO system to maximize associate performance, scheduling efficiency and productivity by continuously monitoring resource availability, work states and thresholds to directly facilitate and provide assistance to redeploy resources, maintain current SLA’s and identify performance opportunities.

  • Administration of WFM system including and not limited to set-up, selection of specific logic (40 algorithms existing within the solution), creation of leadership dashboards, reports and real-time call activity.

  • Subject Matter Expert of workforce management functions, including software, skills, workgroups, workflows and all features & functions interfacing with external applications ie: ADP, New Leaf, JIRA, etc.

  • Administers volume contingency action plans as deemed necessary.

  • Completes root-cause analysis to determine and quantify reasons for forecast variance. Presents findings and recommendations to impacted Program Leaders to enhance forecast accuracy and effectiveness.

  • Partners with leaders to assist in creating customized reports and views of team performance and possible impact on performance when changes to staffing are made.

  • Utilize the WFM/WFO system to Create multi-system, integrated reporting for various levels of associates within AssistRx.

  • Performs historical data analysis of performance data to identify trends/patterns and behaviors to make appropriate recommendations based upon projected headcount and individual performance metrics (e. g., call volumes, intraday patterns, root cause analysis).

  • Utilizes performance data to evaluate processes and/or procedures to increase efficiency and influence change.

  • Leads and administers project initiatives to achieve desired results.

  • Utilizes the WFM/WFO system logic to create staffing models and preset to leadership based on call arrival patterns and existing staffing levels.

  • Monitor consistency of processes, optimization of workforce and achievement of performance metrics

Requirements

  • High school diploma or general education degree (GED), or at least two to three years of related experience and/or training, or equivalent combination of education and experience.

  • +2 years knowledge of contact center dynamics, staffing strategies, staffing execution and performance management in a patient assistance HUB environment.

  • Expertise in utilizing key metrics to evaluate and recommend best practices for contact center operations.

  • Ability to manage time effectively, and meet deadlines with minimal supervision

  • Ability to work independently, interpret data, identify trends and formulate solutions to staffing scenarios.

  • Strong attention to detail and working knowledge of internal CRM and workflows.

  • Effective communication skills: written and interpersonal.

  • Understands call center KPI’s and possesses strong analytical skills.

  • Ability to think creatively, apply knowledge of the changing healthcare environment and solve problems and accomplish goals.

  • Advanced Excel experience.

Benefits

  • Supportive, progressive, fast-paced environment

  • Competitive pay structure

  • Matching 401(k) with immediate vesting

  • Medical, dental, vision, life, & short-term disability insurance

AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.

All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.

AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire

  • Workforce Operations Analyst

    1 week ago

    Orlando, United States AssistRx Full time

    This role is responsible for enhancing operational efficiency and increasing productivity and overall performance within Patient Solutions and other parts of the company via historical reporting, live queue monitoring, workforce management solutions and understanding overall workload for an associate, team, department and/or organization. Within this role,...

  • Workforce Manager

    4 weeks ago

    Orlando, United States Patient Service Center Full time

    Job DescriptionJob DescriptionPurpose:The Workforce Manager will oversee the planning, coordination, and management of workforce resources to ensure optimal staffing levels and operational efficiency. This role requires a strategic thinker with strong analytical skills and a deep understanding of workforce management principles. This leadership role within...

  • Operations Analyst

    4 weeks ago

    Orlando, Florida, United States Thompson Gray Inc. Full time

    Job Title: Operations AnalystThompson Gray Inc. is seeking a highly motivated and detail-oriented Operations Analyst to support our mission in providing training and simulation capabilities for the U.S. Army.Job Summary:The selected candidate will analyze and improve operational processes, identify areas of inefficiency, and help implement effective...

  • Warehouse Operations Specialist

    3 weeks ago

    Orlando, Florida, United States The Workforce Group Full time

    Job SummaryThe Workforce Group is seeking a skilled and certified Warehouse Worker to join our emergency response cadre team. As a key member of our team, you will be responsible for the safe and efficient operation of forklifts to move materials within the warehouse.ResponsibilitiesOperate forklifts to load, unload, and transport materials within the...

  • Operating Room Nurse

    5 days ago

    Orlando, Florida, United States HealthTrust Workforce Solutions Full time

    Unlock Your Nursing Potential with HealthTrust Workforce SolutionsAt HealthTrust Workforce Solutions, we believe that healthcare is not defined by the four walls in which it is practiced. It's defined by its people. We pride ourselves on crafting opportunities which expand skill sets, broaden career horizons, provide economic stability, and cultivate...

  • Data Analyst

    2 hours ago

    Orlando, Florida, United States Loyal Source Full time

    Data Analyst Job DescriptionWe are seeking a highly skilled Data Analyst to join our team at Loyal Source. As a Data Analyst, you will be responsible for analyzing complex data sets, identifying trends, and developing actionable insights to drive business growth.Key Responsibilities: Develop and maintain leading-edge analytics systems Identify trends and...

  • Data Analyst

    3 weeks ago

    Orlando, Florida, United States Loyal Source Government Services Full time

    About the RoleWe are seeking a highly skilled Data Analyst to join our team in Orlando, FL. As a Data Analyst, you will be responsible for developing, implementing, and maintaining leading-edge analytics systems.Key ResponsibilitiesDevelop and maintain databases by acquiring data from primary and secondary sources.Create and maintain rich interactive...

  • Director of Workforce Planning

    2 days ago

    Orlando, United States Travel + Leisure Co. Full time

    We Put the World on VacationAt Travel + Leisure Co., our mission is simple: to put the world on vacation. Our Vacation Ownership business line includes Club Wyndham, WorldMark by Wyndham, Margaritaville Vacation Club, Accor Vacation Club and the brand new Sports Illustrated Resorts. Our more than 19,000 associates put the world on vacation at more than 270...

  • Director of Workforce Planning

    2 days ago

    orlando, United States Travel + Leisure Co. Full time

    We Put the World on VacationAt Travel + Leisure Co., our mission is simple: to put the world on vacation. Our Vacation Ownership business line includes Club Wyndham, WorldMark by Wyndham, Margaritaville Vacation Club, Accor Vacation Club and the brand new Sports Illustrated Resorts. Our more than 19,000 associates put the world on vacation at more than 270...

  • Director of Workforce Planning

    2 days ago

    Orlando, United States Travel + Leisure Co. Full time

    We Put the World on VacationAt Travel + Leisure Co., our mission is simple: to put the world on vacation. Our Vacation Ownership business line includes Club Wyndham, WorldMark by Wyndham, Margaritaville Vacation Club, Accor Vacation Club and the brand new Sports Illustrated Resorts. Our more than 19,000 associates put the world on vacation at more than 270...

  • Financial Analyst

    1 month ago

    Orlando, Florida, United States Lockheed Martin Corporation Full time

    Job SummaryWe are seeking a highly skilled Financial Analyst to join our team at Lockheed Martin Corporation. As a Financial Analyst, you will play a critical role in assisting with contract set-up and management, cost control and analysis, proposal preparation, and New Business Acquisition Expenditures (NBAE) management.Key ResponsibilitiesPerform financial...

  • Shelter Operations Coordinator

    2 months ago

    Orlando, Florida, United States The Workforce Group Full time

    Job SummaryThe Shelter Support Worker will provide ongoing support for all onsite emergency shelter activities, including screening, registration, meal services, and assisting shelter residents with basic needs. This role will work in conjunction with the shelter management team to monitor and provide appropriate services to support the emergency shelter...

  • ERP Functional Analyst

    2 weeks ago

    Orlando, Florida, United States Butler America Full time

    ERP Functional Analyst Job DescriptionButler America Aerospace, LLC. is seeking an experienced ERP Functional Analyst to join our team. As an ERP Functional Analyst, you will be responsible for designing and customizing SAP or PeopleSoft client/server applications to meet the company's requirements and systems needs.Key Responsibilities:Develop functional...

  • Operating Room Nurse

    16 hours ago

    Orlando, Florida, United States HealthTrust Workforce Solutions Full time

    Unlock Your Nursing Potential with HealthTrust Workforce SolutionsAt HealthTrust Workforce Solutions, we believe that healthcare is not defined by the four walls in which it is practiced. It's defined by its people. We pride ourselves on crafting opportunities which expand skill sets, broaden career horizons, provide economic stability, and cultivate...

  • Strategic Operations Research Analyst Intern

    3 days ago

    Orlando, Florida, United States Lockheed Martin Corporation Full time

    Job SummaryLockheed Martin is seeking a highly motivated and detail-oriented Operations Research Analyst Intern to join our dynamic team. As an Operations Research Analyst Intern, you will have the opportunity to work on exciting projects that influence the entire enterprise, utilizing systematic, science-based techniques, analytical methods, simulation, and...

  • Senior Analyst, Vendor Operations

    4 weeks ago

    Orlando, United States Boundless Learning Full time

    For 30 years, we've partnered with academic institutions around the world to create and service online, workforce-aligned learning experiences. As Pearson Online Learning Services, we launched over 450 online programs with academic institutions worldwide. On July 1st, 2023, we separated from Pearson and became Boundless Learning, a fully independent company....

  • Cybersecurity Analyst

    3 weeks ago

    Orlando, United States Loyal Source Government Services Full time

    As a Cybersecurity Analyst, you will learn about managing cyber risks associated with people, processes, technology, and data. You will play a vital role in identifying and mitigating these risks, ensuring compliance, and protecting sensitive information. The role requires strong organizational skills, time management, and the ability to handle multiple...

  • Cybersecurity Analyst

    3 weeks ago

    Orlando, United States Loyal Source Government Services Full time

    As a Cybersecurity Analyst, you will learn about managing cyber risks associated with people, processes, technology, and data. You will play a vital role in identifying and mitigating these risks, ensuring compliance, and protecting sensitive information. The role requires strong organizational skills, time management, and the ability to handle multiple...

  • Cybersecurity Analyst

    2 days ago

    orlando, United States Loyal Source Government Services Full time

    As a Cybersecurity Analyst, you will learn about managing cyber risks associated with people, processes, technology, and data. You will play a vital role in identifying and mitigating these risks, ensuring compliance, and protecting sensitive information. The role requires strong organizational skills, time management, and the ability to handle multiple...

  • Cybersecurity Analyst

    3 weeks ago

    Orlando, United States Loyal Source Government Services Full time

    As a Cybersecurity Analyst, you will learn about managing cyber risks associated with people, processes, technology, and data. You will play a vital role in identifying and mitigating these risks, ensuring compliance, and protecting sensitive information. The role requires strong organizational skills, time management, and the ability to handle multiple...