Workforce Management Analyst

Call Center United States


Description

Company: Oak Street Health

Title: Workforce Management Analyst

Location: Remote

Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patients’ communities, we can help keep them healthy and reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people across the nation. With an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about our mission to rebuild healthcare as it should be.

For more information, visit www.oakstreethealth.com.

Role Description:

The Workforce Analyst role is critical to the success of the call center by coordinating all the call center rep resources with the calling demands.  This role is instrumental in ensuring appropriate levels of staffing to meet the business’s needs. Reports to the Workforce Management manager.


 

Core Responsibilities:

  • Monitor and respond to Real Time Adherence (RTA), queue activity, and service levels

  • Analyze intraday and historical performance to respond/plan appropriately in order to achieve operational service goals

  • Generate agent work schedules on a regular basis; maximize schedule efficiency and provide a variety of creative schedule options

  • Collaborate with internal customers;  teams, departments, and contact center leadership to identify opportunities for improvement of resource utilization and to achieve service goals

  • Work with leadership to determine agent adherence to schedule and agent performance criteria.  Administer and report on such criteria.

  • Run the shift bidding process

  • Administer the schedule and the day to day exception processes; approve and process time away requests, training and meeting requests

  • Create and design ad hoc reports for data pertaining to agent scheduling, call volumes, agent performance

  • Analyze, determine and communicate work/training schedules for agents to leadership

  • Assign new hire schedules for onboarding agents

  • Identify and determine required staffing based upon volume and make recommendations for improvements

  • Determine, document and escalate concerns on agent performance to management

  • Assist in reviewing overtime and staff release determinations

  • Other duties, as assigned

What are we looking for?

  • Ability to work independently as well as with a team

  • 3-5 years of workforce experience

  • Analytical and strategic thinker

  • Demonstrated attention to detail and willingness to get into the detail to get the job done

  • Ability to multitask and successfully operate in a fast paced, team environment

  • Must adapt well to change and successfully set and adjust priorities, as needed

  • IEX experience is a plus 

  • US work authorization

  • Someone who embodies being “Oaky”


 

What does being “Oaky” look like?

  • Radiating positive energy

  • Assuming good intentions

  • Creating an unmatched patient experience

  • Driving clinical excellence

  • Taking ownership and delivering results

  • Being scrappy



 

Why Oak Street?


Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:

  • Collaborative and energetic culture

  • Fast-paced and innovative environment

  • Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.