Real Time Analyst

Alignment Healthcare was founded with a mission to revolutionize health care with a serving heart culture. Through its unique integrated care delivery models, deep physician partnerships and use of proprietary technologies, Alignment is committed to transforming health care one person at a time. 

By becoming a part of the Alignment Healthcare team, you will provide members with the quality of care they truly need and deserve. We believe that great work comes from people who are inspired to be their best. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment community. 

Position Summary: 

Alignment Healthcare is seeking a full-time Workforce Management RealTime Analyst, primarily responsible for monitoring and coordinating appropriate staffing allocation and availability of call center staff to achieve optimal service level objectives. The ideal candidate must be able to work in a high-paced environment, be able to multitask, and be very organized – all with a serving heart attitude.

General Duties/Responsibilities (May include but are not limited to): 

1.       Real time monitoring of agent’s performance from all Inbound Member Call Center teams/sites.

1. Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency.

3.       Monitor and track intra-day scheduling forecast compared to actual volumes and adjust throughout the day, as required.

1. Communicate and call out changes to incoming contact patterns to operations and the broader WFM team.
2. Update and send reports related to the performance of each team/site including but not limited to shrinkage, occupancy, and non-productive time.
3. Assist with monitoring attendance line and review of paid time-off (pto) requests as needed.

7.       Recognize, track and initiate escalation for all system difficulties or outages, including switch, routing systems, computer systems, and all applicable supported applications that may impact operational performance.

1. Conduct trend analysis of call volumes and business activities to anticipate and recommend changes in daily and long-term strategy.

9.       Adhere to all applicable attendance policies and expectations.

1. Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Minimum Requirements: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Minimum Experience: 

a. 3 years’ experience working in a call center environment.

b. Proven abilities in workforce scheduling, workforce forecasting, and process improvement and

    working knowledge of contact center solutions (e.g. Geneysis, NICE, RingCentral), but TalkDesk  

   preferred.

c. Ability to process large amounts of complex raw data and present in a comprehensible fashion.

 Education/Licensure: 

d.       Bachelor’s degree in business or related field, preferred.

e.       Process improvement and project management expertise a plus, including certification in Lean Six Sigma, PMP/CAPM certification, or Agile/Scrum methodologies.

f.        Technical and reporting expertise a plus, including UX Design, SQL/Python/Java coding, Power BI.

  Other: 

g.        Communication Skills: Strong communication skills Mathematical Skills: Ability to add and subtract two-digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

h.       Reasoning Skills: Ability to apply common sense understanding to carry out detailed, but un-involved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Working environment: 

1.       The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Essential Physical Functions: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

2.       While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

3.       The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Alignment Healthcare, LLC is proud to practice Equal Employment Opportunity and Affirmative Action. We are looking for diversity in qualified candidates for employment: Minority/Female/Disable/Protected Veteran. 

If you require any reasonable accommodation under the Americans with Disabilities Act (ADA) in completing the online application, interviewing, completing any pre-employment testing or otherwise participating in the employee selection process, please contact [email protected].