Workforce Management Analyst - #19543832

AmerisourceBergen Corporation - Corporate


Date: Apr 6, 2021
City: Fort Mill, SC
Contract type: Full time
AmerisourceBergen Corporation - Corporate

Under the general direction of a Manager, the Workforce Management Analyst is responsible for staff forecasting and providing assistance with the creation, maintenance, and intra-day management of service activities and tasks to ensure optimal contribution to capacity of a contracted program(s). This includes monitoring of performance metrics for an operational program to identify opportunities to streamline processes and/or reallocate staff to optimize performance. This position will provide strategic and tactical planning and trend analysis to ensure the program achieves service level objectives that result in a world-class patient/customer experience.


PRIMARY DUTIES AND RESPONSIBILITIES:




  • Evaluate program scheduling and staffing trends to optimize cost effectiveness, operational efficiency, and deliver quality service




  • Monitor program call metrics (after call time, talk time, hold times, abandonment rate and IVR usage) to assist with forecasting of calls and staffing needs




  • Monitor program service metrics (service volume, associate productivity, program productivity) to assist with forecasting of service trends and staffing needs




  • Lead workforce strategic planning efforts and make recommendations of workforce efficiencies and operational improvements to management




  • Forecast long-term and short-term staffing needs by utilizing workforce data to analyze trends



  • Monitor real-time adherence to schedule and contact program leadership when appropriate to maximize productivity and program performance

  • May identify new approaches to enhance current service.

  • Effectively conveys information and ideas.

  • Identifies problems, investigates, recommends, and implements solutions.

  • Identifies and recommends innovative solutions to improve and streamline current processes.

  • Escalates when appropriate.

  • Ensures the quality and integrity of project work.


  • Performs related duties as assigned.



  • High school diploma or GED required.

  • Requires a minimum of six (6) years directly related and progressively responsible experience in project coordination, customer service, medical billing and coding, benefits verification, healthcare, business administration or similar vocations.

  • Bachelor's degree preferred.

  • An equivalent combination of education and experience will be considered.


MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:



  • Project coordination or management experience preferred.

  • Ability to apply and understand operational processes, policies and standard operating procedures.

  • Ability to plan, prioritize and work independently while giving strong attention to detail.

  • Ability to communicate effectively both orally and in writing to a variety of audiences.

  • Strong presentation skills required to facilitate team discussions and team meetings.

  • Ability to provide timely and respectful feedback to support program standard operating procedures, customer service and Company policies.

  • Advanced proficiency with Microsoft Office to include Excel, PowerPoint, Word and Outlook. • Knowledge of computer database systems and functionality.

  • Knowledge of Power BI or other analytics tools to create data visualization to drive actionable insights

  • Ability to collaborate and influence with internal and external stakeholders.

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