Workforce Management Analyst Ii

3 weeks ago

San Diego, United States Tandem Diabetes Care Inc. Full time

**GROW WITH US**:
Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take a “no-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry.

**STAY AWESOME**:
**A DAY IN THE LIFE**:
**This opportunity is open to working remote anywhere in the USA.**

**The shift and hours will need flexibility. Hours of operation for this group are 24/7 and though there will be a set schedule agreed upon by the team it will also include one weekend day.**

Responsible for monitoring and analyzing call center performance on a historical and real-time basis to inform staffing adjustments, provide feedback to relevant business units, and meet service goals. Performs reviews of upcoming staffing on short-term horizon, monitors agent performance (i.e. adherence), suggests and makes adjustments to schedules as needed, and supports actions with relevant data and reports. Responsible for business continuity and providing performance updates to departmental leaders.

**YOU’RE AWESOME AT**:

- Monitors customer contact queues and reports on end performance measures (Service Level, ASA, etc), in addition to key drivers influencing service delivery (volume, shrinkage, etc).
- Performs daily administration of the Workforce Management and ACD systems including employee schedules, skillsets, priorities, set-up and maintenance, etc.
- Adjusts agent schedules and skillings in real-time in order to ensure service level targets are met.
- Communicates with operations and leadership regarding significant factors impacting performance and collaborates cross-functionally to ensure corrective measures take place.
- Participates in routine leadership meetings to review service results and revision of the daily recovery/success strategy.
- Ensures that all reporting is accurate and completed in a timely manner.
- Reviews upcoming forecast and staffing on short-term horizon and creates action plans to minimize or avoid issues that will impact service delivery.
- Plans and schedules workforce to ensure optimal utilization of call center resources including vacation/PTO management, shift coverage/swaps, optimization of breaks and lunches, trainings and all other off-line activities. Adjusts these as needed based on real-time and historical trends.
- Acts as a key leader for Customer Care during technical incidents or system outages, maintaining communication with operations, IT, and leadership to resolve the issue quickly and provide direction as needed.
- Partners with operational Managers, Supervisors, and staff to ensure their understanding and management of Service Level objectives and processes through meetings, presentations, and training classes.
- Monitors agent performance metrics (i.e. adherence) historically and in real-time and partners with Managers and Supervisors to provide feedback and make corrections.
- Supports projects, implementations, and business process improvement initiatives and proactively identifies opportunities to streamline internal processes through technology or other methods.
- Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements.

**EXTRA AWESOME**:

- Bachelor’s degree or equivalent combination of education and applicable job experience.
- 2+ years of experience in Workforce Management or a similar analytical role.
- Knowledge of queuing theories and workforce forecasting and scheduling, computer telephony integration (CTI), interactive voice response (IVR) and Automatic call distribution (ACD).
- Ability to recommend or initiate real-time actions (i.e. cancellation/increase of off-line activity, management of overtime hours, break/lunch moves, etc.) to ensure Service Level success.
- Ability to effectively interface with all levels of management. Strong problem-solving skills that enable quick identification and efficient resolution of issues.
- Able to assert own ideas and persuade others through effectively consolidating, evaluating, and presenting relevant information.
- Skilled at promoting team cooperation and a commitment to team success.
- Adept at seeing change as an opportunity to improve business performance and campaigning for it when necessary.
- Computer competency including MS office, Internet, ERP, and navigation of customer relationship management systems.
- In-depth familiarity with workforce management and scheduling tools (i.e. Aspect, Verint, NICE IEX, Genesys WFM, etc).
- Strong organizational skills and attention to detail.
- Ability to work with and analyze data using systems like MS Excel, PowerBI, etc.
- Proactive with strong sense of ownership of responsibilities and business outcomes.
- Expected to work a set schedule that is determined in coordi

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