Workforce Operations Analyst

$60,000 - $65,000/Yr

Assistrx - Orlando, FL

Full-time - Mid Level

Orlando, FL

Professional, Scientific, and Technical Services

About the position

The Workforce Operations Analyst at AssistRx is responsible for enhancing operational efficiency and productivity within Patient Solutions and other departments. This role involves analyzing historical data, monitoring live queues, and utilizing workforce management solutions to improve overall performance. The analyst serves as a key resource for department supervisors and managers, providing insights and support to maintain program operations and achieve goals.

Responsibilities

• Enhance operational efficiency and productivity within Patient Solutions and other departments.
• Analyze historical reporting and monitor live queue performance.
• Utilize workforce management solutions to improve associate performance and scheduling efficiency.
• Administer the WFM system, including setup and creation of leadership dashboards and reports.
• Conduct root-cause analysis to determine reasons for forecast variance and present findings to program leaders.
• Create customized reports and views of team performance for leadership.
• Perform historical data analysis to identify trends and make recommendations based on performance metrics.
• Lead project initiatives to achieve desired results and optimize workforce processes.

Requirements

• High school diploma or GED, or equivalent combination of education and experience.
• 2+ years of experience in contact center dynamics and performance management.
• Expertise in utilizing key metrics for contact center operations evaluation.
• Strong analytical skills and ability to interpret data and identify trends.
• Advanced experience with Microsoft Excel and internal CRM systems.
• Effective written and interpersonal communication skills.

Nice-to-haves

• Experience with Jira and other external applications like ADP and New Leaf.
• Knowledge of healthcare environment and call center KPIs.

Benefits

• Disability insurance
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) matching with immediate vesting
• Life insurance
• Short-term disability insurance