Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you're joining our care coordination team or playing a supporting role, the work you do every day helps us collectively reach our mission of "getting people the care they need when they need it." We believe that by staying committed to our core values of Think Big, Go Fast, Deliver Awe,and Win Together, we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.
Salary Range: $19.04 - $28.56 Hourly
This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $19.04 - $28.56 Hourly
Benefits Summary:
In return for your commitment to our company's mission, we offer a vast array of benefits to help support the whole you.
• Opportunities to work from home
• Competitive wages with opportunities to earn annual merit increases
• Paid development hours to use for professional and community development!
• 18 days of Paid Time plus 8 company holidays, and 2 personal days per year
• $1,000 Colleague Referral Program
• Enterprise Recognition Program rewarding colleagues for their extraordinary work
• Exclusive discounts on travel, activities, and merchandise via work discount program
• Colleague Assistance Program that provides free counseling and financial services
• Tuition Reimbursement Program including certifications
• Quantum Health: A healthcare navigation platform to help our colleagues make the best, most cost-effective healthcare decisions
• Medical, dental, and vision insurance
• Pre-Tax FSA and HSA health savings accounts
• 401(k) matching
• Company paid life insurance
• Company paid short term and long-term disability
• Healthcare concierge
• Pet Insurance
• The One Call Foundation which aims to help colleagues during unexpected emergencies, from car accidents to natural disasters. .
JOB SUMMARY:
The WFM Real Time Analyst is responsible for intra-day performance monitoring and reporting agent productivity with the purpose of optimizing resources to achieve business objectives and contractual standards as defined by internal business leadership and or clients.
GENERAL DUTIES & RESPONSIBILITIES:
Workforce Optimization Practice: 80%
Real-time monitoring of queue metric performance including but not limited to service level, abandon rate, ASA, AHT, via available Workforce Management tools such as Genesys.
Make real-time adjustments to agent skill priorities according to Operations guidelines.
Perform continual analysis of current performance and conduct real-time re-forecasting to determine adjusted staffing requirements to achieve business metric goals for the various LOBS (lines of business) and campaigns.
Provide timely recommendations according to LOB performance to Operations to optimize staffing via the use of but not limited to; optimized breaks/ lunches, moving of planned shrinkage, request / offer assistance for other supporting groups, recruiting extra hours / VTO.
Real-time monitoring of agent behaviors outside of defined thresholds and or negatively impacting queue metric performance. Includes but not limited to; agent's schedule adherence, productivity, AHT.
Work closely with Operations, calling out non-adherent events through a notification process of emails, messaging and/or direct calls to Operational management so that non-adherent agents can be directed back toward operations task (i.e., Telephonic or Non-telephonic).
Real time monitoring and processing of agent attendance (such as absences, tardies, leave earlies). Update Operations leadership on agent of agent attendance and update agent schedule segments according to the attendance occurrence in the Workforce Management tool (such as Genesys).
Provides real-time feedback and intra-day performance reports to Workforce Optimization leadership and Operations management on the status of the LOBs (Line of Business) and campaigns.
Collaboration: 20%
May also be required to change agent skill associations, depending on LOBs and campaign requirements.
Coordinate with Operations and other WFM team members on the same LOBs/campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the LOBs/campaign.
Perform other related duties as assigned by management.
Adhere to established policies and procedures.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS:
Minimum High School diploma or equivalent required, 2 years college or more preferred
Minimum 1 plus year(s) utilizing Workforce Optimization applications: Genesys, preferred.
GENERAL KNOWLEDGE, SKILLS & ABILITIES:
Strong Analytical Skills required to critically assess situations and make decisions in real time.
Excellent problem solving and decision-making skills.
Ability to operate effectively in a team environment.
Excellent oral and written communication skills and interpersonal skills.
Experience with contact center reporting and metrics preferred.
Proficiency in Microsoft Office Applications including MS PowerPoint, Excel, Word and other relevant software required.
Change Management: Ability to quickly adjust priorities in an ever-changing environment.
PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENT:
For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear.
For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear.
The employee is occasionally required to stand, walk, and lift objects (up to 10lbs weight; up to 4 ft. height).
Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus.
The work environment utilizes florescent lighting; noise level is moderate.
The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.
Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.
Please be advised this job description is subject to change at any time.
