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Workforce Management Analyst

Company: WellCare
Location: Tampa
Posted on: May 19, 2019

Job Description:

The Workforce Management Analyst works to improve workforce management effectiveness by scheduling, budgeting and forecasting in the Customer Service Department. Successful candidates will also implement and optimize the usage of Workforce Management tools within a Contact/Customer Service Center environment.

Location: Idlewild Ave, Tampa, FL
Department: UAM - Ops-Customer Services
Reporting to: Mgr, Call Center Workforce

Essential Functions:

Provide ongoing operational analysis of call center operations, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc)
Identifying and partnering with the customer service lead team to implement innovative labor management practices.
Develop labor schedules to meet contact volumes and service levels.
Utilize specialized software tools to manage and forecast staffing levels for multiple call centers
Work with the Customer Service leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy, cost per call, etc.
Work with Call Center Director and senior management to accurately forecast call volumes, analyze historical call volume; project budgetary expenses, determine future costing and assist with training and new hire numbers.
Analyze call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals.
Balance multiple priorities with little or no direction
Identify what resources are required to implement parts of projects
Effectively use project plans to focus work and ensure deadlines are met.

Education: BA/BS degree or equivalent experience required

Experience: 3 - 5 years prior experience in a Call Center Operations environment.
Relevant functional project based consulting experience
Call Management System experience

Technical Skills/Requirements: Knowledge of Call Center management best practices
Functional analytical skills (budgeting, costing, etc.)
Process analytical skills in a call center environment
Ability to create well organized, accurate, and concise material and work documentation for organizational use.
Strong analytical skills
Strong knowledge of Microsoft applications including Outlook, Excel, and Access with the ability to create and maintain data bases.
Strong knowledge of work force management tools and the ability to maintain them
Knowledge of Word and PowerPoint and the ability to use them to present to both internal and external contacts
About us
Headquartered in Tampa, Fla., WellCare Health Plans, Inc. (NYSE: WCG) focuses primarily on providing government-sponsored managed care services to families, children, seniors and individuals with complex medical needs primarily through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans, as well as individuals in the Health Insurance Marketplace. WellCare serves approximately 5.5 million members nationwide as of September 30, 2018. WellCare is a Fortune 500 company that employs nearly 12,000 associates across the country and was ranked a "World's Most Admired Company" in 2018 by Fortune magazine. For more information about WellCare, please visit the company's website at www.wellcare.com. EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, creed, age, sex, pregnancy, veteran status, marital status, sexual orientation, gender identity or expression, national origin, ancestry, disability, genetic information, childbirth or related medical condition or other legally protected basis protected by applicable federal or state law except where a bona fide occupational qualification applies. Comprehensive Health Management, Inc. is an equal opportunity employer, M/F/D/V/SO. PandoLogic. Keywords: Management Analyst, Location: Tampa, FL - 33603

Keywords: WellCare, Tampa , Workforce Management Analyst, Executive , Tampa, Florida

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