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NationsBenefits · 1 day ago

WFM Analyst

Plantation, FL

Full-time

Onsite

Entry, Mid Level

2+ years exp

NationsBenefits is a fast-paced, rapidly growing company focused on delivering compassionate care solutions in the healthcare industry. The WFM Analyst role involves providing real-time support to the WFM team and Call Center leaders, monitoring agent productivity, and assisting in optimizing call center operations.

Government Administration

Responsibilities

Monitor real-time and intra-day call volume/staffing

Update schedules and intra-day plans as needed for Inbound & Outbound calls

Adjust staffing based on intra-day performance

Report out to WFM Team and business stakeholders throughout the day on performance

Track, prepare and distribute adherence related reporting to enable Call Center Leaders the ability to coach and to take corrective action to improve agent efficiency

Update staff schedules with up-to-date information, e.g., meal, break, and shift changes; technical problems, etc

Assist in the coordination and appropriate allocation and availability of staff in order to achieve optimum WFM goals

Maintain effective communication with other business units and support teams to remediate errors and assist with implementation of corrective actions related to non-compliance with policies

Review, process, and maintain allocations requests for PTO, OT, Off Phone, etc

Track and update Agent Adherence via Genesys WFM

Perform other duties as assigned by management relevant to the business demands, operational goals, and the means to meet and achieve both

Ability to work well under pressure, in a highly dynamic and fast-paced environment

Ability to work independently and capable of exercising excellent judgment to recognize and resolve staffing gaps related to agent non-adherence

Strong accuracy skills with attention to detail and meeting deadlines

Experience in managing multiple priorities independently and/or in a team environment to achieve goals

Excellent organizational, planning and time management skills

Experience and ability to communicate with all levels of management within an organization

Ability to take initiative, exercise good judgment and execute sound decisions when recognizing risk to workflow

Excellent research, analytical, and problem-solving skills

Engaging, compassionate, energetic, and enthusiastic attitude required

Excellent verbal and written communication skills

Ability to work a flexible schedule based on the operational demands of a 24/7/365 call center environment (day, night, weekends, holidays)

Advanced proficiency in Excel and complete command of Excel (creating spreadsheets, pivot tables, analysis tools, data visualization, graphs, charts, maps, etc.)

WFM experience or equivalent Call Center call adherence KPI management required

Proficient in technologies related to contact center operations preferred (Genesys Cloud or similar WFM platform)

Qualification

WFM experienceExcel proficiencyContact Center experienceGenesys CloudAnalytical skillsCommunication skillsOrganizational skillsProblem-solving skills

Required

Advanced proficiency in Excel and complete command of Excel (creating spreadsheets, pivot tables, analysis tools, data visualization, graphs, charts, maps, etc.)

1-3 year of WFM experience

2+ years Contact Center experience required, preferably in the Health Care industry