Workforce Operations Analyst

The WFOA is responsible for Real Time Analysis, managing and ensuring that the service level agreements for various programs are met.

• Manage the call volume, daily attendance and program break schedules
• Assist with creation if metrics and targets for services
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce daily, biweekly and monthly internal reports
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned

Requirements

• Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email
• Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset
• Ability to create reports in Excel and forecast results
• Attention to detail and high level of accuracy
• Ability to multi-task, focus and complete reports for extended periods of time
• Previous call center experience required
• Previous Work Force Management experience is considered an asset

• Availability: Able to work within the operating hours of 8:00AM-8:00PM
• Hybrid work: Hybrid model with a minimum of 2 business days onsite or as needed for Client visits.

Benefits

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance

AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.

All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.

AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire