Posted On: 11-26-2013
Position Title: Workforce RTA Analyst
Location: Tucson, AZ; Jacksonville, FL; Overland Park, KS
Requisition numbers are: 537982 and 534033
Company Name: Optum RX
Primary Responsibilities:
- Use workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments
- Utilize call center tools to observe agents actual state compared to agents scheduled state
- Manage real-time inbound call traffic to help ensure that service levels are met
- Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
- Prepare and maintain reports, dashboards and monthly packages
- Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
- Support the preparation of ad hoc analysis that enables strong understanding of the business
- Provide training on report, dashboard and package development to team members and management as needed
- Extensive work experience within own function
- Work is frequently completed without established procedures
- Works independently
- May act as a resource for others
- May coordinate other’s activities
Requirements:
- High School Diploma/GED OR 10+ years of work experience
- 2+ years’ experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, and/or Blue Pumpkin
- 1+ year experience working in a call center and/or transaction site
- Intermediate level of experience with MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.)
- Intermediate level of experience with MS Word
- Ability to work a flexible schedule, including weekends
Assets:
- Bachelor’s degree
- Workforce Management experience