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Corporate Operations Analyst, Workforce Management

Company: LogistiCare
Location: Tempe
Posted on: April 8, 2021

Job Description:

The Corporate Operations Analyst, WFM will be responsible for deploying and optimizing the WFM solution across the ModivCare Operations enterprise. This position will be responsible for executing the enterprise WFM plan, focused on forecasting, scheduling and real-time management of assigned geographies, accounts and/or agents. This position will partner with people and teams across Operations and other functional areas to identify actionable insights and work to implement solutions geared toward operational and financial optimization related to forecasting, production workforce scheduling, and workflow. The WFM Analyst will leverage data analysis results to promote a culture of accountability; report success metrics, operational and program scorecards; and lead all assigned WFM functions while partnering closely with field operations to promote a "one team" atmosphere. ESSENTIAL FUNCTIONS * Acts as lead subject matter expert for assigned WFM functions (forecasting, scheduling, real-time management, workforce performance and compliance reporting). * Creates reports designed to interpret Operations performance including, but not limited to, data relating to demand forecasting, workflow optimization, scheduling, productivity, headcount, capacity planning, and workforce compliance/adherence. * Develops and maintains Operations Scorecards with standard reporting on a monthly, quarterly and annual basis. * Partner with Regional Operations personnel to optimize the WFM function within the Operations Center environment, including demand forecasts and schedules. * Supports local WFM resources in their monitoring of agent adherence to schedules, breaks and exceptions, providing reports and making recommendations to Operations Center Management personnel. * Plays a key role and supports all future Operations service delivery improvement initiatives. POSITION QUALIFICATIONS Education * 4-year degree in business or related field preferred Skills & Experience * Minimum 2 years experience in demand forecasting and modeling in call center environment. * Prior experience working with a WFM software solution (e.g., Teleopti, IEX, Nice, Blue Pumpkin, Aspect). * Advanced/expert level proficiency in Excel * General statistics knowledge and familiarity with trending, time-series analysis and regression analysis. * 3+ years in data analysis * Functional knowledge of Avaya CMS or similar call management system(s) * Functional knowledge of Call Center agent workflow/routing - skilling and leveling. * Computer Skills We value our team members and realize the importance of benefits for you and your family. ModivCare offers a comprehensive benefits package to include the following: * Medical, Dental, and Vision insurance * Employer Paid Basic Life Insurance and AD&D * Voluntary Life Insurance (Employee/Spouse/Child) * Health Care and Dependent Care Flexible Spending Accounts * Pre-Tax and Post -Tax Commuter and Parking Benefits * 401(k) Retirement Savings Plan with Company Match * Paid Time Off * Paid Parental Leave * Short-Term and Long-Term Disability * Tuition Reimbursement * Employee Discounts (retail, hotel, food, restaurants, car rental and much more!!) Salary: $42,515 - $56,687/annually ModivCare is an Equal Opportunity Employer. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Tempe , Corporate Operations Analyst, Workforce Management, Executive , Tempe, Arizona

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