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Responsibilities
- Monitor Real Time Adherence (RTA), queue activity, and service levels.
- Analyze intraday and historical performance for operational goals.
- Generate efficient agent work schedules.
- Collaborate with internal teams for resource optimization.
- Administer agent performance criteria and shift bidding.
- Create ad hoc reports on scheduling and performance.
- Determine staffing needs and make improvement recommendations.
- Escalate concerns on agent performance.
Requirements
- 3-5 years of workforce management experience.
- Analytical and detail-oriented mindset.
- Ability to multitask in a fast-paced environment.
- Experience with IEX is a plus.
- US work authorization required.
Benefits
- Competitive benefits package.
- Collaborative and energetic work culture.
- Opportunity to innovate in healthcare.
- Equal opportunity employer fostering diversity.
