PLEASE NOTE: With limited exceptions, our company is requiring all employees to be vaccinated against COVID-19 by Jan. 1, 2022. We also currently mandate vaccinations for employees who enter our buildings. Please keep this in mind when applying for positions at our organization.

Summary

The Resource Analyst I/II will be responsible for collecting, compiling and effectively analyzing data, from multiple sources in order to make recommendations/create effective work schedules/plans. Creation of effective work schedules will ensure all key performance elements including: schedule adherence and conformance, all accessibility measures, quality results and trend analysis have been utilized. This position will support departmental and corporate initiatives to ensure that MTM standards, performance guarantees, performance requirements, and regulatory requirements (where applicable) are met. This individual will report to the Workforce Team Lead, and will work collaboratively with operations leadership and multiple support staff to help manage their businesses in a proactive and analytical manner.

Essential Responsibilities/Accountabilities
• Effectively manages all time off requests
• Utilize WFO tools and policies to creative effective Advocate work schedules.
• Responsible for all schedule change requests including but not limited to ad hoc, intra-day and scheduled
• Collaborates with CC leaders to provide guidance and coaching to employees on schedule adherence and conformance.
• Analyzes performance data to identify trends and collaborates with departmental and corporate partners to identify process improvement opportunities.
• Provides accurate and timely performance related data of an ad hoc, intraday and historical nature.
• Ensures accurate and effective utilization of all Customer Care staff.
• Proactively monitors performance and workload for completion and effectively adjusts staff allocation.
• Implements pre-determined volume contingency action plans as needed if performance or anticipated performance warrants.
• Facilitate/participates real-time discussions with necessary stakeholders regarding actual or forecasted performance.
• Key daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests
• Run and analyze reports to provide effective and data driven recommendations related to adjusting staff levels and schedules with the intent of meeting departmental productivity and profitability goals
• Collect, consolidate and communicate as appropriate all End of Shift Reports. Combine EOS and Analysis before forwarding to the appropriate team members
• Works with Operations & WFO team “real-time” to ensure assigned projects meet staffing requirements by interval, abandonment targets and all other KPIs / SL / ASA requirements. Proactively communicates to WFO & Operations required staffing adjustments throughout the shifts based upon call volume, staffing and performance.
• Participate in management meetings as required
• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values and adhering to the Corporate Code of Conduct, and Leading to the Lifetime Way values and beliefs.
• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
• Regular and reliable attendance is expected and required.
• Performs other functions as assigned by management.

Minimum Qualifications
NOTE:
We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities.

Level I:
• Bachelor’s degree and 3 years previous customer experience required,
• Inbound call center environment experience preferred.
• Previous management experience preferred
• Strong PC skills and excellent working knowledge of Microsoft Office products
• Strong mathematical, analytical, presentation and organizational skills
• Demonstrates significant attention to detail.
• Communicates effectively in all forms to all levels of staff displaying the ability to communicate ideas, suggestions and facts.
• Ability to educate staff on key strategic ideas in order to make the unit more effective
• Self-motivated with an ability to work independently and as part of a team. Proactively works to improve individual, team and departmental performance.
• Identify “outside the box” solutions by teaming with the management team, technology teams, and staff representatives
• Excellent written and verbal communications skills, including listening and problem solving
• Must be open and receptive to professional feedback.
• Displays positive mental attitude. Communicates with optimism and a can do perspective.
• Exhibits a positive work ethic.
• Reliability and commitment to the business with a good attendance record is required
• ACD, workforce management and IVR experience preferred
• Embodiment of the highest level of business ethics and standards
• In depth knowledge of Excellus products and services as well as customer service workflows
• Ability to be flexible and accommodate ad hoc needs of staff and management

Level II:
• Bachelor’s degree and 5years previous customer experience required,
• Inbound call center environment experience preferred

Working Conditions:
Working conditionals are normal for an office environment. Work may require some evening and sporadic weekend schedules.

Physical Requirements:
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The Lifetime Healthcare Companies aim to attract the best talent from diverse socioeconomic, cultural and experiential backgrounds, to diversify our workforce and best reflect the communities we serve.

Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce.

OUR COMPANY CULTURE:
Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits.

Travel between offices is a must
Working at a desk while using a PC for long periods of time is essential

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Non Manager