The Workforce Management Analyst is responsible for the daily preparation and production of work volume and staffing forecast dashboards, as well as comparative data on results vs. forecasts, identifies opportunities for improvement and recommends solutions. This position provides workforce management scheduling and load balancing requirements for CCA Member and Provider Services Teams across the multiple markets and products.
The WFM Supervisor is expected to be the acknowledged subject matter expert (SME) as it pertains to the operational function, configuration, and structure of CCA's overall WFM platform, implementation, and maintenance. Makes adjustments and recommendations for optimizing scheduling to maximize service and quality.
The primary focus is on call/work volume and staffing forecasts for our members and providers including, but not limited to, Member Service Representatives, Provider Service Representatives, Pharmacy Specialists, Broker Support Specialists, and administrative staff in various domestic markets.
Required Education:
- Bachelor's degree in business administration, Health Administration, or related field or equivalent work experience
Desired Education:
- Master's degree in information systems, Computer Science, or related area.
- SWPP certification for workforce management is preferred.
Required Experience:
- 5+ years of demonstrated experience with workforce planning and scheduling software, preferably in a healthcare or physician practice setting.
- Demonstrated experience with strategic thinking and problem-solving.
- Demonstrated experience in various systems/software/technology components, e.g., Google Suite, EMR
- Ability to operate mostly independently.
- Able to plan and manage time effectively and execute projects to completion.
- Strong communication skills to effectively deal with conflicting views or issues and mediate fair solutions.
- Analytical skills to resolve highly complex problems requiring the application of scientific or technical principles, theories, and concepts and in-depth, cross-functional, experienced-based knowledge.
- Experience in managing or leading multiple multi-national WFM and HR system implementations
- Experience in managing or supporting multi-national WFM operations.
- Experience with WFM software (Calabrio, Verint, Pipkins, NICE/IEX, etc.) that includes real-time adherence preferred
Knowledge, Skills & Abilities:
- Moderate to comprehensive understanding of current Medicare compliance standards and regulations.
- Ability to program in Procedural Language/Structured Query Language (PLSQL)
- Moderate to comprehensive skills managing data in Oracle Relational Database Management Systems (RDBMS)
- Basic knowledge of the maintenance required for an Oracle 10g (or higher) database including System "health checks"; Performance analysis; Table space management; Scheduled job set up and upkeep.
- Basic to moderate understanding of managing Windows Scheduled Jobs and Rights Access on a Windows XP or Windows 7 Operating System
- Experience reading and writing technical documentation that can be understood and applied by a variety of audiences including both IT and Business teams.
- Familiarity with SAP Crystal Report software and its functionality when nested within other applications.
- Knowledge of industry best practices
- Motivated by CCA's mission-driven principles.
- self-directed, collaborative team player.
- Excellent customer service communications skills
- Able to document procedures and write system requirements.
- Ability to work calmly and constructively under pressure and meet deadlines.
- comprehensive knowledge of current and prior versions of MS Windows, MS Office, MS Outlook; Windows Server and MS Exchange user account management
- a background in and knowledge of operating procedures of not-for-profit corporations
- ability to manage and keep track of multiple tasks simultaneously.
- Adept with the federal Workforce Innovation and Opportunity Act (WIOA) classification.
Language(s) Required:
- Develops and delivers workforce management program and solutions. A comprehensive strategy to implement labor standards, data analytics and reporting.
- Design reporting mechanisms which provide timely insight into labor performance and volume driven trends, as well as other WFM metrics.
- Develop analytical reporting tools that help streamline performance, while maintaining predefined service expectations, in relation to forecast, staffing and workforce management.
- Works as the systems & tools Subject Matter Expert for labor, scheduling, contingent labor workforce management across the various CCA markets
- Develop volume projections for new and existing members will be the input in order to develop and implement staffing models, reporting and analysis for service center staff; on a daily, weekly, monthly, quarterly and annual basis.
- Improves operational and scheduling efficiency through communication and coordination with key stakeholders across multiple practices primarily between the various markets directors who oversee the membership performance or each market and the service center directors who oversee staffing, engagement, and service for our new and existing members and providers.
- Works collaboratively with business partners on the staffing model, creating staffing templates and solutioning with business partners as staffing changes.
- Acting as a vendor liaison between CCA and WFM Platform thus being able to communicate business and technical requirements to WFM Platform
- Support Service center projects and daily operations leveraging deep knowledge and understanding of Time Management, Attendance, Leave Management, Forecasting and
- Labour Scheduling and other components of Workforce management processes and systems.
- Contribute to business development and service center pursuit activities in the WFM space for the various CCA markets, by developing proposals and delivering presentations.
- Responsible for comparing actual call volume and AHT data to forecast figures to ensure that appropriate staffing standards are created and maintain.
- Oversee trends analysis such as call volume, AHT, and attendance to plan for over staffing or under staffing conditions.
- Oversee a team of analysts that provides real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
- Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
- Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results, as well as staffing hiring needs based on actual FTEs and staffing projected needs.
- Produce staffing forecasts on a daily, weekly, monthly, and annual basis for operations.
- Generate and evaluate agent staffing schedules and ensure data updates into scheduling system.
- Generate short and long-term staffing models including "what if "scenarios based on service level goals. AHT, etc. and provide recommendations based on analysis.
- Compare results to forecast and identify opportunities for improvement.
- Prepare staffing data to support annual contact center budget process.
- Participate in full life cycle activities (Discovery, Design, Configuration, Build, Testing, Knowledge Transfer, Migration and Postproduction Support) as it relates to WFM platform.
- Understand CCA's business rules and objectives that dictate the various software [i.e., CRM] and telephonic systems [i.e., Nice] configuration and data manipulation.
- Conduct analysis of existing CCA business requirements in relation to workforce management, staffing and forecasting and make recommendations for improvement and/or enhancement.
- Be aware of and identify potential data challenges that may affect how WFM platform interacts with other CCA 's other core systems.
- Develop detailed project test plans according the technical and business requirements of Health Plan's while being cognizant of the changes to WFM Platform
- Establish/recommend policies on system use and services.
- Coach others, recognize their strengths, and encourage them to take ownership of their personal development.
- Analyze complex ideas or proposals and build a range of meaningful recommendations, with facts-based insights.
- Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.
- Simplify complex messages, highlighting and summarizing key points.
- Create a high-performance culture, supporting key business goals and objectives, through staffing efficiency and production output.
- Matching the needs of business for skilled employees with training opportunities in the area
- Assessing the effectiveness of the local workforce system
