Customer Solution Center Workforce Management Analyst II

Job Category:  Customer Service
Department:  Office of CSC Excellence
Location: 

Los Angeles, CA, US, 90017

Position Type:  Full Time
Requisition ID:  5143

 

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 in five health plans, 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 Analyst II reports to the Workforce Planning Manager. This position is primarily responsible for forecasting and scheduling, real-time monitoring of the call center queues, agent state, adherence to schedule, and ensuring that all Service Level requirements are met. 

Duties

Queue Management: Real-time monitoring and management of call center queues; to include, but not limited to: skilling, Service Level (SLA) monitoring, agent state, schedule adherence, and max delay management. 

 

Forecasting & Scheduling: Develop long-term capacity plans and provide accurate workload predictions for ongoing budgeting and planning. Continually improve forecasting and scheduling predications across all contact channels. Develop special forecasts to assist in creating project staffing plans and ongoing plans. Identify changes in call volume and adjust resources accordingly to ensure Service Level goals are met. Optimize 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. Recommend real-time schedule changes and identify efficiency opportunities. Assist WFM Manager with creating schedules for new hires and to reallocate resources when workload requires. Review and respond to all schedule change requests. Update schedules with last minute changes. Assist with the creation of all schedule runs and schedule bids/changes.  Determine appropriate time for re-forecasts throughout the day to allow for appropriate shifts in workload and calls based upon volume, available staff and other business influences

 

Reporting and Data Analysis: Analyze data to monitor average speed to answer, abandonment rate, Service Level, average talk time, and submit recommendations for needed actions. Analyze the customer solution center's volume, productivity, and patterns to optimize staffing levels. Provide contact center with daily attendance reporting, as we all as any staffing changes affecting performance levels. Maintain historical data within WFM system. Assist WFM department in maintaining WFM software tool (system access, agent set-up, archiving reports, deleting old runs, etc.). Assist with documentation and workflows for IVR and telephony routing and set-ups. Provide various daily, weekly, monthly, and quarterly WFM reports by product line and customer type. Capture, store, and report on historical statistics. Ensure data integrity within WFM system.

 

Perform other duties as assigned. 

Education Required
Associate's Degree
In lieu of degree, equivalent education and/or experience may be considered.
Education Preferred
Bachelor's Degree
Experience


Required:
At least 0-2 years of contact center workforce management experience including forecasting and planning.

 

Experience creating reports and interpreting and presenting data using graphs and charts.

 

Must have significant customer service documentation system knowledge, prior IVR and ACD experience with the ability to trouble shoot problem areas and recommend alternative solutions.

 

Experience finding multiple solutions to complex problems.

 

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

 

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

 

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

Skills

Required:
Practical, hands-on experience with NICE workforce management or similar mainstream workforce management tools.

 

Strong technical and Analytical skills.

 

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

 

Advanced 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
Additional Information

 

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)


Nearest Major Market: Los Angeles

Job Segment: Medical, HR, Call Center, Healthcare, Human Resources, Customer Service