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Millennium Physician Group · 2 hours ago

WFM Analyst, Customer Support

Sandy, UT

Full-time

Onsite

Entry, Mid Level

$51K/yr - $76K/yr

2+ years exp

Castlight Health is hiring a full-time WFM Real Time & Reporting Specialist to join their Customer Support team in Sandy, UT. The role involves creating and managing daily schedules for a support team, real-time intraday management, and responding to ad-hoc reporting requests from stakeholders.

Electronic Health Record (EHR)Health CareMedicalNursing and Residential Care

H1B Sponsor Likely

Responsibilities

Creating and Publishing Daily Schedules for Call Center team of 75+ agents

Intraday Management of service levels for all queues at all sites

Real Time monitoring of agents' performance from all sites

Providing real time communication with the Support Operations leadership when changes need to be made

Updating and sending reports related to agent and customer performance to appropriate stakeholders

Building and maintaining strong relationships with operations leaders and key stakeholders in the business to ensure shared objectives are met

Reviewing and processing PTO/VTO/OT requests in real time as needed

Performing other ad-hoc reporting as business needs require

Qualification

Workforce Management SoftwareData AnalysisExcelInterpersonal SkillsCommunication Skills

Required

2-3 years of experience in a call center environment

Experience with Excel, Word, and PowerPoint

Demonstrates the ability to use data to effectively tell a story

Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment

Demonstrates effective problem solving-proactively able to gather the right data to the right sources, to consult and inform long term plans

Preferred

Experience with Five9 Workforce Management Software preferred (experience with other SaaS Workforce Management tools desirable)

Company

Millennium Physician Group

Millennium Physician Group provides end to end inpatient telemedicine and health care services.

Founded in 2008

Fort Myers, Florida, USA

1001-5000 employees

https://www.millenniumphysician.com

H1B Sponsorship

Millennium Physician Group has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (2)