Workforce Management Analyst I

Let’s do great things, together!

About Moda
Founded in Oregon in 1955, Moda is proud to be a company of real people committed to quality. Today, like then, we’re focused on building a better future for healthcare. That starts by offering outstanding coverage to our members, compassionate support to our community and comprehensive benefits to our employees. It keeps going by connecting with neighbors to create healthy spaces and places, together. Moda values diversity and inclusion in our workplace. We aim to demonstrate our commitment to diversity through all our business practices and invite applications from candidates that share our commitment to this diversity. Our diverse experiences and perspectives help us become a stronger organization. Let’s be better together.

Position Summary
Supports Contact Center staff to achieve operational and service delivery goals as they relate to the WFM System.  Responsible for daily workforce planning, scheduling, and performance/trend reporting. This is a FT WFH position. 

Pay Range
$23.34 - $26.26 hourly (depending on experience)
*This role may be classified as hourly (non-exempt) depending on the applicant's location. Actual pay is based on qualifications. Applicants who do not exceed the minimum qualifications will only be eligible for the low end of the pay range.

Please fill out an application on our company page, linked below, to be considered for this position.

https://j.brt.mv/jb.do?reqGK=27779000&refresh=true

Benefits:

• Medical, Dental, Vision, Pharmacy, Life, & Disability
• 401K- Matching
• FSA
• Employee Assistance Program
• PTO and Company Paid Holidays

Required Skills, Experience & Education:

1. High school diploma or equivalent.
2. One year of experience in contact center and WFM support background preferred.
3. Ability to communicate effectively, both written and verbally, required.
4. Proficiency in MS Word and Excel required.
5. Excellent math skills required.
6. Basic understanding of Call Center Management Systems (WFM and ACD) preferred.
7. Ability to solve problems quickly.
8. Ability to maintain confidentiality required.
9. Must always project a professional business image.
10. Strong analytical, organizational, and detail orientation skills required.
11. Ability to multi-task and work well under pressure.
12. Regular and punctual attendance required.
13. Must be willing to work overtime occasionally if necessary.
14. Must be self-motivated.
15. Must work effectively with minimal supervision.
16. Experience conducting data analysis and ad-hoc reporting preferred.
17. Must show ability to learn new applications, tools, and processes.

Primary Functions:

1. Retrieve and record CS absences and schedule changes and notify stakeholders as appropriate.
2. Create schedule assignments for Customer Service Agents.
3. Adjust schedules daily due to unplanned absences and anticipated service demand.
4. Monitor real-time schedule adherence and notify leadership of anomalies as appropriate.
5. Ensure WFM Schedule simulations are completed multiple times each day.
6. Grant WFM permissions as appropriate for new hires.
7. Train new hires on schedule process and Agent Web Station usage.
8. Act as primary support for Contact Center WFM System.
9. Resolve WFM related inquiries and escalations from internal customers.
10. Proactively recommend scheduling of discretionary activities such as training, meetings, etc.
11. Proactively recommend overtime or changes to schedules to ensure appropriate staffing.
12. Create and update documentation and resource materials as needed.
13. Disseminate reports and information to stakeholders as appropriate.
14. Perform other duties as assigned.

Working Conditions:

• Office environment with extensive close PC and keyboard use, constant sitting, and frequent phone communication. Must be able to navigate multiple computer screens. A reliable, high-speed, hard-wired internet connection required to support remote or hybrid work. Must be comfortable being on camera for virtual training and meetings. Work in excess of standard workweek, including evenings and occasional weekends, to meet business need.
• Internally with all customer service and occasionally with IT department.  Externally with outsource vendor partner and occasionally with NICE support personnel.

Together, we can be more. We can be better.
 
Moda Health seeks to allow equal employment opportunities for all qualified persons without regard to race, religion, color, age, sex, sexual orientation, national origin, marital status, disability, veteran status or any other status protected by law. This is applicable to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation, and training. 

For more information regarding accommodations, please direct your questions to Kristy Nehler & Danielle Baker via our humanresources@modahealth.com email.