Customer Solution Center Workforce Management Analyst I

Job Category: Customer Service

Department: Office of CSC Excellence

Location:

Los Angeles, CA, US, 90017

Position Type: Full Time

Requisition ID: 11771

Salary Range: $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.)

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

Job Summary

The Customer Solution Center Workforce Management (WFM) Analyst I is primarily responsible for real-time management of the call center queues, schedule maintenance and the management of exceptions.

Duties

Real-time monitoring and management of call center queues; to include, but not limited to: monitors for agent adherence to scheduled activities; excessive state durations; collaborates with call center leads and supervisors to manage agent behaviors; Recommend real-time schedule changes and identify efficiency opportunities. Skilling agents to respond to real time queue conditions and performing start and end of day skilling activities as assigned. (40%)

Optimizes scheduled breaks and lunches as resource requirements change, determine need for extra hours and/or leave early, assess availability for offline functions and approve/deny as required. Reviews and responds to schedule change requests. Updates schedules with last minute changes. Assists with the creation of all schedule runs and schedule bids/changes. (25%)

Uses established guidelines, process exception requests as submitted by call center agents and supervisors within the assigned timelines. Processes exceptions to schedules to support training, coaching and meeting requests while ensuring that there is adequate coverage for the call center queues. Evaluates and suggest alternate avenues for supporting off phone activities where queue coverage is limited. (25%)

Perform other duties as assigned. (10%)

Duties Continued

Education Required

High School Diploma/or High School Equivalency Certificate

Education Preferred

Associate's or Bachelor's Degree

Experience

Required:
At least 2 years of contact center experience including real time adherence.

Demonstrated experience finding multiple solutions to complex problems.

Experience and understanding of staffing, queues, and performance measurements.

Practical, hands-on experience with workforce management tools.

Preferred:
Experience in a multi-lingual, culturally-sensitive environment a plus.

Hands on experience with WFM Nice IEX Software. Contact center analytics and experience with queue monitoring software (Cisco)

Skills

Required:
Strong real time Analytical skills.

Ability to interpret WFM data to assist with determining staffing needs.

Intermediate computer proficiency, specifically Word and Excel.

Familiarity with call center terminology.

Superior customer service, communication, and problem–solving skills.

Proven ability to learn new tools, techniques and skills.

Proven ability to meet goals and deadlines.

Adept at managing multiple priorities and tasks in a fast-paced environment.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Physical Requirements

Light

Additional Information

Salary Range Disclaimer: The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.

L.A. Care offers a wide range of benefits including

Paid Time Off (PTO)
Tuition Reimbursement
Retirement Plans
Medical, Dental and Vision
Wellness Program
Volunteer Time Off (VTO)