2079

Remote?: 1

Highlights (Bonus, shift, relocation, info for job):

Remote - Occasional travel will be required

Job Summary

The Workforce Management Analyst goes beyond Medicine by supporting telephonic outreach teams though management and optimization of the automated dialing system across all markets and teams, including confirmation, list and data management to improve efficiency and productivity. Additionally, this role is accountable for optimizing workforce staffing and operations to ensure team productivity and outcome metrics are achieved.

Duties and Responsibilities

• Oversee and maintain the functionality of the Auto-Dialer system.

• Ensure accurate outreach membership lists across markets and ensure loading occurs timely and accurately to achieve performance metrics.
• Track and analyze key performance indicators (KPIs) related to Auto-Dialer usage, such as call volume, call duration, and agent productivity.
• Troubleshoot technical issues with the Auto-Dialer system and identify areas for improvement.
• Ensure adherence to relevant regulations and industry standards regarding automated calling practices including opt-out and do not contact member preferences.
• Provide training and support to call center agents on the use of the Auto-Dialer system.
• Generate reports on Auto-Dialer performance and identify trends to inform decision-making.
• Communicate effectively with internal stakeholders and external vendors regarding Auto-Dialer issues and updates.
• Lead projects related to the implementation and optimization of Auto-Dialer systems.

• Analyze historical call volume data, trends, and other relevant metrics to forecast staffing needs accurately.
• Identify areas for improvement in workforce management processes and implement solutions.

• Prepare reports and presentations for senior management to inform decision-making

Minimum Qualifications

• Associate degree or equivalent experience.
• 3-5 years technical contact center operational experience
• 3-5 years' experience with contact center workforce management programs
• Strong understanding of telephony platforms, and skill-based routing. RingCentral preferred.
• Ability to analyze data, identify trends, and make data-driven recommendations.
• Ability to troubleshoot technical issues and find creative solutions.
• Excellent written and verbal communication skills.
• Ability to work effectively with call center agents and other stakeholders.
• Independent and persistent self-starter
• Proficient in PC skills, such as Microsoft Office.

Working conditions

This job operates in a remote location from your home location. This role requires a dedicated, quiet workspace with the ability to adhere to HIPAA and other privacy policies. A reliable and high-speed Wi-Fi connection or home internet is required to perform the essential functions of this role. Occasional travel will be required.

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Ability to remain stationary for long periods of time.
• Constantly operates computer, keyboard, copy and fax machine, phone, and other general office equipment.

Direct reports

None.

Why Work at AbsoluteCare?

At AbsoluteCare, we serve the most vulnerable individuals in America. These are our neighbors, people who are at higher risk for disease or who have multiple, complex, chronic illnesses. Often, they deal with an unequal healthcare system and wind up seeking basic care from emergency rooms. We take these patients out of those spaces and turn them into members: people who are entitled to some of the best, most focused care this country has to offer.

We call this "care beyond medicine." We have turned the doctor's office into a comprehensive care center. Here, we surround our members with a core care team of doctors, nurses, social workers, and medical assistants who have the time and skills to get to know our members' needs. We make the most important services available to our members under one roof. This includes a pharmacy, X-rays, a blood lab, nutrition services, urgent care, and much more.

We don't stop at our four walls. We engage members in the communities where we all live to find the people who need us most. Through these community care teams, we remove the barriers to healthcare that so many people face daily. And it works.

Our unique care is guided by our core values of accountability, caring, trust, and teamwork. We call it ACT2.

AbsoluteCare, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, age, disability, genetics, protected Veteran status, or any other characteristic protected by law or policy.

EEO Employer Verbiage: AbsoluteCare, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, age, disability, genetics, protected Veteran status, or any other characteristic protected by law or policy.