Workforce Analytics Manager – Doctor On Demand – Milwaukee, WI

Job Summary:

Workforce Analytics Manager is a driver of contact center performance through supervision of real time operations, historical and future analytics, and the directing of staffing activities.

Duties/Responsibilities:

• Management and oversight of the Workforce Analytics, Staffing and Forecasting area to ensure that all operational metrics are achieved to deliver world class customer service

• Drive real time strategies including IVR call routing, agent and provider skilling and staffing, systems training, service disruptions and capacity utilization

• Assist in providing the organization reporting specific to established KPI attainment and SLA adherence both with internal and external customers. Work to establish strategy to automate reporting wherever possible

• Maintains associated infrastructure to ensure accurate and current data is available in productivity and quality management tools

• Maintains productivity training resources

• Continuously monitors productivity performance using recognition tools and software

• Develops, oversees and improves operations, policies, systems and procedures necessary to support the organization’s utilization goals in partnership with key stakeholders

• Directs standardization of operational policies and procedures across the organization to ensure optimization of staff and improvement of the customer experience

• Ensures the delivery of consistent and accurate management reporting to accelerate decision making

• Collaborates with Clinical operations on staffing, forecasting and budgeting

• Partners with key business owners and Human Resources on staffing needs

• Primary business contact for all productivity related tools and systems

• Ensures adherence to project deliverables, timelines, project costs and timely implementations of workforce, quality and telephony reporting applications

• Identifies opportunities to share best practices across the organization regarding workforce management, productivity, staffing and skill mix initiatives

Required Skills/Abilities:

• Knowledge of contact center terminology

• Forecasting experience

• Knowledgeable in a variety of workforce, quality and telephony systems; preferably cloud based applications

• Proficient in basic processing tools such as Microsoft or Google Office (MS Word, Excel, Google Doc, Google Sheets, PowerPoint, etc.)

• Superior communication skills

• Superior interpersonal skills

• Excellent organizational skills

• Excellent analytical skills

• Able to work independently

Education and Experience:

• Bachelor’s degree preferred in business, mathematics, statistics or related field

• 5+ years experience in contact center environment

• 5+ years experience using Workforce Management tools and software

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While this is intended to be an accurate reflection of the current job, Doctor On Demand reserves the right to revise the job or to require that other or different tasks be performed as assigned. All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to which will be required in this position, employees may be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basis.