Workforce Analyst

Work from Home
Immediate

Job Description

Grow with a company that is passionate about helping you maximize your full potential! Become a part of transforming customer and client experience through the utilization of our innovative work from home technology. At BroadPath we believe in assuming the highest intention for others, our employees are empowered through their voices which helps us to continue shaping the emerging future, bringing innovation, and flexibility to the Work from Home Industry. BroadPath Healthcare Solutions is hiring a Workforce Analyst to work remotely! Our Call Center Workforce Management Analyst is responsible for planning, managing, reporting, and analyzing client services workload. The candidate for this position should have practical call center experience including experience in workforce management and utilizing workforce management tools. The actions and deliverables of this position directly influence the service level performance of the client services and ultimately end user satisfaction.

Responsibilities

  • Responsible for administrative logistics, agent/representative’s readiness as it relates to training, staffing support, workforce reporting, and requirement exception communication
  • Speak to projected and actual staffing performance against staffing requirements and IDP commitments at any time at an interval/intraday, daily, and weekly level
  • Liaison between Operations Manager and Workforce Manager
  • Ensure all members of the Workforce Team have access to the appropriate Workforce Management tools
  • Ensure agent/representatives data and admin logistics are maintained appropriately to support accurate Workforce Management reporting around projected staffing, actual staffing, data reconciliation, and invoicing
  • Manage the functionality and accuracy of agent/representatives and schedule data
  • Responsible for training workforce new hires on vendor workforce specific topics
  • Collaborate with other WFM team members, Training Team and Operations Team as needed to schedule and communicate pre-planned and real-time scheduling needs per client’s requests including training, outbound dialing, chat coverage, contingency actions, and any other needs outside of regular agent/representatives’ schedules
  • Submit requests for exceptions to interval level staffing requirements as needed
  • Work with Training to represent daily status and completion tracking around training and other agent/representatives’ offline activities as requested
  • Provides Operations with post day reporting about real-time data for agent/representatives scheduled versus actual activity
  • Communicates information from Vendor to client via preferred communication means
  • Responsible for monitoring, tracking, and communicating agent/representative’s adherence to schedules to support staffing to interval level staffing requirements
  • Workforce Lead should attend all functional meetings

Basic Qualifications

  • RTA Analyst experience required
  • Minimum of one year experience in call center workforce management
  • Experience working in Workforce Management tools like Five9, Avaya, N.I.C.E., Aspect, Blue Pumpkin, etc.
  • Must understand industry-standard call center metrics
  • Must demonstrate outstanding communication (written, verbal and listening) skills, intuition and follow-through combined with a caring attitude
  • Ability to quickly learn software applications
  • Strong organizational skills with the ability to multi task and prioritize
  • Intermediate to Advanced proficiency with Microsoft Excel, Word and PowerPoint
  • Must be comfortable with using and adapting to new and existing technology
  • Ability to multi-task and prioritize while completing high profile tasks or deadlines
Our Workforce Analyst will receive the following benefits: 
  • Access to BroadPath's Limited Medical Plan starting first of the month after 60 days of employment. After one (1) year of full-time employment, you will receive access to our Major Medical Plan and 401k
  • Bhive kit; includes web camera which allows you to join our Connected Culture!
  • Employee Referral Bonus Program (Uncapped)
  • Weekly Pay