Job Description

This role is responsible for enhancing operational efficiency within the company's contact center(s) via historical reporting, live queue monitoring and workforce management solutions. Within this role, the Operations Analyst serves customers by identifying, analyzing and developing enhancements in reporting, productivity, efficiency, internal team relationships and customer service. The Operations Analyst regularly provides support to the department supervisors, managers and director to effectively maintain program operations and goals.

DUTIES AND RESPONSIBILITIES:

• Creates, produces, delivers and maintains customized reports (daily, weekly, monthly, ad-hoc) for management.
• Complete and send all reporting on time daily or as needed to both external and internal customers.
• Maintain data and report integrity by maintaining a high focus on accuracy.
• Performs historical data analysis of performance data to identify trends/patterns and behaviors to make appropriate recommendations based upon projected headcount and individual performance metrics (e.g., call volumes, intraday patterns, root cause analysis).
• Continually increase knowledge of and capability within Verint WFM software and Cisco CUIC reporting.
• Maximize contact center staff efficiency by continuously monitoring resource availability, work states and thresholds to directly facilitate and provide assistance to redeploy resources and/or maintain current levels.
• Monitor program workloads to ensure timely completion of tasks.
• Assists in the creation of staffing models and make recommendations to leadership based on call arrival patterns and existing staffing levels.
• Handle shift change requests and monitor new hire, holiday, PTO and seasonal shift needs.
• Ensure consistency of processes, optimization of workforce and achievement of performance metrics.
• Assist with the administration of the Rewards & Recognition program.
• Assist with the development of policies and procedures for the department.
• Additional responsibilities as needed based on department, program and project requirements.

COMPETENCIES:

• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

REQUIREMENTS

• High school diploma or general education degree (GED).
• Advanced Excel experience.
• Prior experience with Verint WFM software a plus.
• Experience with SSRS Microsoft Report Builder a plus.
• +5 years knowledge of contact center dynamics, staffing strategies, staffing execution and performance management in a patient assistance HUB environment preferred.
• Expertise in utilizing key metrics to evaluate and recommend best practices for contact center operations.
• Ability to manage time effectively, and meet deadlines with minimal supervision

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