WFM Analyst

divh2WFM Analyst / h2pAt NationsBenefits, we are a fast-paced, rapidly growing company seeking hundreds of new employees for various roles in our six locations across the nation. It all begins with how we care about the people we serve. Since 2015, our mission has guided our principles towards delivering solutions for a rapidly changing industry. Compassionate care is at the center of all we do, and it unites us to foster an environment where everyone is empowered, inspired, and equipped for success. / ppWe offer a fulfilling work environment that attracts top talent and encourages all associates to do their part in delivering best-in-class service to internal and external customers alike. Its how were transforming the healthcare industry for the better. We provide career advancement opportunities from within the organization with multiple locations in Florida, California, Tennessee, Pennsylvania, Utah, and India. / ppWFM Analyst will provide real-time support to the WFM team and Call Center leaders in tracking, notifying, and reporting all aspects of agent productivity, schedule adherence, and call adherence. Position will work closely with Member Experience team leaders and management in the efficiency and development of the Member Experience Advisors and assist WFM Peers with managing coverage and adjusting Call Center capacity based on daily fluctuations in workload and staffing. / ppPrimary Responsibilities / pulliMonitor real-time and intra-day call volume / staffing / liliUpdate schedules and intra-day plans as needed for Inbound Outbound calls / liliAdjust staffing based on intra-day performance / liliReport out to WFM Team and business stakeholders throughout the day on performance. / liliTrack, prepare, and distribute adherence related reporting to enable Call Center Leaders the ability to coach and to take corrective action to improve agent efficiency. / liliUpdate staff schedules with up-to-date information, e.g., meal, break, and shift changes; technical problems, etc. / liliAssist in the coordination and appropriate allocation and availability of staff in order to achieve optimum WFM goals / liliMaintain effective communication with other business units and support teams to remediate errors and assist with implementation of corrective actions related to non-compliance with policies. / liliReview, process, and maintain allocations requests for PTO, OT, Off Phone, etc. / liliTrack and update Agent Adherence via Genesys WFM. / liliPerform other duties as assigned by management relevant to the business demands, operational goals, and the means to meet and achieve both. / liliAbility to work well under pressure, in a highly dynamic and fast-paced environment. / liliAbility to work independently and capable of exercising excellent judgment to recognize and resolve staffing gaps related to agent non-adherence. / liliStrong accuracy skills with attention to detail and meeting deadlines. / liliExperience in managing multiple priorities independently and / or in a team environment to achieve goals. / liliExcellent organizational, planning, and time management skills. / liliExperience and ability to communicate with all levels of management within an organization. / liliAbility to take initiative, exercise good judgment, and execute sound decisions when recognizing risk to workflow. / liliExcellent research, analytical, and problem-solving skills. / liliEngaging, compassionate, energetic, and enthusiastic attitude required. / liliExcellent verbal and written communication skills. / liliAbility to work a flexible schedule based on the operational demands of a 24 / 7 / 365 call center environment (day, night, weekends, holidays). / liliAdvanced proficiency in Excel and complete command of Excel (creating spreadsheets, pivot tables, analysis tools, data visualization, graphs, charts, maps, etc.) / liliWFM experience or equivalent Call Center call adherence KPI management required. / liliProficient in technologies related to contact center operations preferred (Genesys Cloud or similar WFM platform). / li / ulpTogether, we can make a meaningful and measurable difference in the lives of millions. Thats something we can all be proud of. / ppNationsBenefits is an Equal Opportunity Employer. / p / div