Job Description

The REAL TIME ADMINISTRATOR, WORKFORCE MANAGEMENT is responsible for monitoring service levels across telephony and digital platforms, identifying risks to operational performance, and executing business process to mitigate risks to service.  The successful candidate will be (or rapidly become) proficient in WFM and telephony platforms.  This position requires the ability to make decisions independently, and the ability to communicate with all levels of the organization, from entry level to senior management, in writing and verbally.  The workload is very detail oriented and central to the delivery of Accolade’s services.

A DAY IN THE LIFE…

·         Monitor real-time demand and key performance metrics (i.e. ASA, Abandons, AHT) and proactively identify and communicate points of exposure

·         Follow protocol to deploy resources according to plan, manage service levels, and apply un-planned AHA coverage as necessary in accordance with business priorities

·         Monitor AHA activity and occupancy to proactively optimize staff productivity in and out of queue

·    Minimize the general over- and under-serving of accounts

·    Minimize fire-drills to recover service levels

·         Communicate verbally and in writing with AHAs, management, and other departments as necessary to coordinate workforce deployment and schedules

·         Update all weekly AHA schedule exceptions (i.e. OOO, meetings, projects, transfers, etc.) and support ad-hoc schedule requests

·         Escalate systems-related issues, as appropriate

Qualifications

WHAT WE ARE LOOKING FOR…  

·         2-3 years minimum related experience preferred or equivalent combination of education and experience.

·         Knowledge of telephony and WFM systems preferred, but not required.

·         Strong knowledge of Microsoft Excel preferred; basic knowledge of Microsoft office applications (Outlook, Word) required.

·         Time management and task prioritization; ability to work in a fast-paced environment with changing priorities.

·         Detail-oriented, inquisitive, enjoys problem-solving.

·         Proven ability to ‘roll up your sleeves’ and make a contribution quickly.

·         Operates from a perspective of truly caring about and creating value for our clients (internal and external).

·         Team player capable of working effectively and collaborating with people from a diversity of backgrounds and/or opinions.

Additional Information

WHAT IS IMPORTANT TO US

Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our  employees, members and customers. The secret to our success is: 

WE FIND JOY AND PURPOSE IN SERVING OTHERS

Making a difference in our members’ and customers’ lives is what we do.  Even when it’s hard, we do the right thing for the right reasons. 

WE ARE STRONG INDIVIDUALLY AND TOGETHER, WE’RE POWERFUL

Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.

WE ROLL UP OUR SLEEVES AND GET STUFF DONE

Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.

WE’RE BOLDLY AND RELENTLESSLY REINVENTING HEALTHCARE We're curious and act big -- not afraid to knock down barriers or take calculated risks to change the world, one person at a time. 

All your information will be kept confidential according to EEO guidelines.