Workforce Analyst

About the role

EmpiRx Health is in unprecedented growth, and we're seeking a highly skilled and experienced Workforce Analyst. In this critical role, you will demonstrate a deep expertise in customer service processes and systems, and will play a key role in reporting and scheduling agents. As a Workforce Analyst, you will lead process improvements, perform reporting activities, and drive positive change within the organization. You will collaborate with operations and strategy to ensure the customer service department is at optimal staffing levels while maintaining service standards and maximizing operational efficiency.

Responsibilities

• Determine the need for overtime and approve PTO for the call center while maintaining service levels.
• Update scheduling in relation to absences, tardies, leave earlies, and offline activities to ensure proper adherence tracking.
• Track agent performance metrics like call volume, hold times, and adherence to schedules to identify issues and report discrepancies to leadership.
• Provide management with regular updates on performance metrics and potential issues.
• Work with customer service leadership to align workforce strategies with business goals.
• Assist with admin functions in Ring Central as needed including but not limited to onboarding and offboarding personnel.
• Take member calls when call volume dictates, ensuring timely and efficient resolution of inquiries and concerns.
• Utilize current resources to determine service levels, update schedules in WFM tool, and provide regular reporting to leadership.

Requirements

• High School Diploma
• Proven experience in a customer service environment
• Strong ability to interpret data, identify patterns, and make data-driven decisions
• Expertise in workforce management software tools to schedule and monitor agent performance
• Effective communication with supervisors and other stakeholders to address scheduling concerns and provide updates
• Ability to quickly identify and resolve staffing issues impacting service levels

Preferred Qualifications

• Bachelor's Degree

Benefits

• Paid Time Off
• 401(k) program
• Health Insurance including Dental & Vision coverage
• Health Savings Account
• Employee Assistance Program