Workforce Analyst

EmpiRx Health is the leading clinically-driven pharmacy benefits management company. As the pioneer in value-based pharmacy care, EmpiRx Health puts its customers and members first by enabling them to take control of their pharmacy benefits, healthcare outcomes, and financial results. We place more emphasis on member care than any other PBM by focusing on health outcomes first. Our pharmacists and clinicians are at the center of everything we do―and our population health solution delivers tailored strategies for our clients. Leveraging our newly launched, AI-powered pharmacy care platform, Clinically ™ , EmpiRx Health’s pharmacists and client experience teams provide the highest quality pharmacy care to our clients and their members. This enables benefits plan sponsors to keep their members healthy, happy, and productive, while substantially reducing prescription drug spending, which has been on an explosive growth trajectory in recent years. Position Summary 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, 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. If you are a highly motivated Workforce Analyst with strong analytical skills and you are passionate about making a meaningful impact in the healthcare industry, we encourage you to apply. Key Responsibilities What You’ll Do: As a Workforce Analyst, your role will encompass a wide range of responsibilities; here are a few: Staffing level calculations: Determine the need for overtime and approve PTO for the call center while maintaining service levels.Workforce Management: Update scheduling in relation to absences, tardies, leave earlies, and offline activities to ensure proper adherence tracking.Real-time monitoring: Tracking agent performance metrics like call volume, hold times, and adherence to schedules to identify issues and report discrepancies to leadership Reporting and communication: Providing management with regular updates on performance metrics and potential issues. Collaboration with operations: Working with customer service leadership to align workforce strategies with business goals.Ring Central: Assist with admin functions in Ring Central as needed including but not limited to onboarding and offboarding personnel.Customer Service: 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. Additional responsibilities include assisting with Ring Central admin functions. What You Need Experience Qualifications & Requirements High School DiplomaProven experience in a customer service environment.Analytical skills: Strong ability to interpret data, identify patterns, and make data-driven decisions.Software proficiency: Expertise in workforce management software tools to schedule and monitor agent performance Communication skills: Effective communication with supervisors, and other stakeholders to address scheduling concerns and provide updates. Problem-solving: Ability to quickly identify and resolve staffing issues impacting service levels.Excellent analytical skills, dedication to efficiency, and the ability to communicate effectively Preferred Qualifications Bachelors Degree Benefits And Perks Subject to program eligibility, this position qualifies for a robust suite of benefits including: Paid Time Off, a 401(k) program, Health Insurance including Dental & Vision coverage, Health Savings Account, and an Employee Assistance Program. EmpiRx Health is an Equal Opportunity Employer At EmpiRx Health, we wholeheartedly embrace the power of diversity and the magic of inclusion. The kaleidoscope of unique perspectives, backgrounds, and talents fuels our innovation and sets us apart. We're on a mission to build a team as diverse as the world we serve, where everyone is welcome and celebrated. We're not just breaking down barriers; we're actively erasing them to create an environment where opportunity knows no bounds. In unity, we find our strength and invite individuals from all walks of life to join us in our exhilarating journey to shape a brighter, more inclusive future together. Note: This job description is a general outline of responsibilities and qualifications for the role. Additional duties may be assigned, and the position may evolve to meet the organization's needs.