Workforce Management Analyst

August 18

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Lyra Health

WebsiteLinkedInAll Job Openings

Transforming behavioral health through technology with a human touch

Behavioral health • mental health • digital health

501 - 1000

💰 $235M Series F on 2022-01

Description

• Create and update intra-day schedules in a multi-channel tiered support environment with a remotely distributed workforce and make recommendations for real-time resource re-allocation • Manage intra-day schedule updates to balance SLA and shrinkage • Create and design ad hoc reports for data analysis pertaining to agent scheduling, call volumes, web, chat volume • Provide mentorship to Real-Time Analysts and Team Leads surrounding WFM best practices • Provision agents within business systems to create optimal project performance and make recommendations for improvement • Make recommendations for improvements in project performance based on analysis of forecast to actuals • Assist and direct the day-to-day contact center call flow, assuring that service level objectives are consistently met • Determine, document, and escalate concerns on agent performance to management • Accurately track and manage contact center schedule adherence • Complete and manage schedule exceptions/adjustments for the company • Ensure the accuracy and timeliness of data by working time off, schedule changes, and other types of requests • Conduct analysis and recommend solutions to real time performance issues • Take the lead on projects, research and resolve operational items escalated by workforce management

Requirements

• 2+ years of Workforce Management experience in a multi-channel, multi-skill service center environment • Highly organized self-starter; able to multitask and excel in ambiguous situations • Strong technical skills in Excel/Google Sheets • Experience with NICE or similar ACD platforms, Salesforce or similar CRMs, and Assembled or similar WFM platforms • Effective application of relevant statistical forecasting, workforce management methods • Demonstrated ability to perform comfortably in a fast-paced, deadline-oriented work environment requiring juggling of multiple priorities • Experience performing quantitative and qualitative analyses of existing business processes and call center metrics based on in-depth knowledge of organizational and or client objectives • Outside of the box thinking, we are still in a growth status and need someone who is excited and willing to challenge the status quo • A track record of delivering in spite of competing priorities • You have experience scaling a support operation in a high growth start-up • You have telehealth or mental health experience • You have experience building a global WFM program