Workforce Management Traffic Analyst
1 month ago
Job Description:
Job Description
- Intraday periodical monitoring of forecasted planning parameters and applying corrective actions if the realization deviates from the forecast. This should be done in such a way that project KPI’s are achieved and/or optimized as much as possible / close as possible to the target.
- Periodical intraday monitoring of realization versus forecast (handled) calls, AHT/processing time, shrinkage, attainment and coverage and other relevant planning parameters
- Records events and incidents that influence forecasts and KPI realization for impact analysis and future planning purposes.
- Accepts and maintains published schedules by adjusting accommodate changes related to available resources or client requirements.
- Periodical intraday and intraweek taking corrective actions in such a way that quantitative project KPI’s are achieved at day and/or week levels. Or advise these corrective actions to Operational Management.
- Intraday reforecast of planning parameters
- Intraday and intraweek rescheduling of agent schedules; intraday adaptation of agent schedules
- Review schedule for schedule transfer and determine daily and weekly strategy for intraday management
- Direct/Manage/Supervise operations across several health plan functions, which include but are not limited to plan operations, member/provider services, claims, implementation and grievances/appeals.
Job Requirements
- Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)
- Advanced proficiency of mathematical and analytical skills
- Advanced proficiency of communication skills
- Strong collaboration skills
- Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X
- Ability to focus on performance and results, and to act accordingly
- Knowledge of general contact center processes
- Problem signaling and solving skills
- Knowledge of and/or experience with WFM systems, preferably NICE IEX
- Knowledge of the COPC methodology
- Knowledge of the Lean Six Sigma methodology
- Result-oriented collaboration
- Proactivity
- Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology
- Previous RTA experience is a plus. Analytics experience or training in the filed.
- Effective communication & feedback
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