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SmithRx · 4 days ago

Workforce Real-Time Analyst

Lehi, UT

Full-time

Hybrid

Entry, Mid Level

2+ years exp

SmithRx is a rapidly growing, venture-backed Health-Tech company dedicated to transforming the Pharmacy Benefit Management sector. As a Workforce Real-Time Analyst, you will manage the daily scheduling and performance of call center agents to ensure maximum efficiency and productivity.

Health CareInformation TechnologyPharmaceutical

Responsibilities

Maintain and manage optimum utilization of call center workforce management software

Modify scheduled and adhoc activities within agent schedules, such as training, coaching, meetings, projects, etc

Monitor numerous real time metrics such as: service level, occupancy, adherence, attendance, productivity/utilization, etc

Monitor performance indicators at a half hour interval level such as: channel volume, average handle times, wait times, service level, availability, etc

Prepare reports to assess and communicate call volume, calling patterns, service trends, and staff productivity

Track and manage system issues related to telephony/CCaaS and assess impact of the operation, partnering with IT and other stakeholders

As this role supports the full hours of the contact center, this role will frequently work autonomously outside of leadership hours

May assist or facilitate changes to internal Interactive Voice Response (IVR) flows

Assist with other Workforce functions as opportunities arise