TO APPLY: EMAIL YOUR RESUME TO JOBS@MAESTROHEALTH.COM
We are an employee health & benefits company with a tech-meets-service platform that simplifies and personalizes how employees and employers shop, enroll and live with their benefits. Our innovative technology makes it easy for employees to choose the right benefits plan while equipping HR with the tools they need through one partner, one service team, one platform, one portal.
Maestronites are brought together with a passion to disrupt the status quo by reimagining employee health and benefits. This passion has driven us to create the first complete platform that optimizes the entire benefits experience for everyone. Our people, passion and platform are united by our mission: to make employee health & benefits people-friendly again.
WHAT YOU WILL BE DOING:
The Workforce Analyst is responsible for daily efforts to provide a great customer and employee experience by optimizing accessibility for our customers through delivery or real-time management. The primary functions of this role include forecasting, scheduling, real time management and trend analysis. This position will primarily work the 2nd shift from 11am to 8pm EST, with flexibility to meet the business’s needs. Key responsibilities are:
Provide real-time monitoring through available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals and business objectives
Perform continual analysis of current performance (noting recent historical trends) and conduct real-time forecasting to make necessary adjustments in staffing plans
Maintain constant communication with operations teams to coordinate needed staffing adjustments based on current and forecasted results.
Produce call volume forecasts on a daily, weekly, monthly and annual basis for long term and short term planning
Generate and evaluate staffing schedules and ensure data updates into scheduling system
Compare results to forecast and identify opportunities for improvement
Provide daily/intra-day performance reports to leadership
Other related duties as assigned
WHAT SUCCESS LOOKS LIKE:
Forecast variance within 5% of actual call volume
98% Reporting and data accuracy
Meet Service Level requirements – 80% calls answered in 30 seconds or less
Meet ASA targets of 30 seconds
Meet Abandon rate targets of 5% or less
Key competencies: time management, driving results, functional/technical skills, communication skills (oral/written) and decision quality
Being recognized for one of our core values: Fun. Preparedness. Teamwork. Humility. Urgency. Kindness. Bold Thought. Honesty.
WHAT YOU NEED:
Understanding of overall operational activities including phone, email, chat and other offline activities
Good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.) and can organize/analyze data in a structured manner
Capacity planning experience is preferred
Minimum of two years of experience in performing WFM functions (specifically real-time management) preferred
Ability to perform or learn forecasting in a contact center environment and schedule to those needs
Attention to detail with strong analytical skills
Some college or college degree is preferred
WHY WORK AT MAESTRO HEALTH?
We have great benefits:
Personal, Vacation and Sick Time
Medical and Prescription
Life and Disability
Health and Wellness programs
401k with Employee Match
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We have great perks in each of our offices, along with a fun, energetic and fast-paced environment, and what will really drive you is our vision. Maestro Health is making employee health & benefits people-friendly again by making healthcare easy to understand, tools easy to use and costs easy to control. We are aiming to become a household name within the employee health & benefits space.
We can’t do that without great people. We want to hear “WOW! That was the best job and business experience I ever had!” from every Maestronite – past, present and future. You should be personally challenged and look forward to coming to work.
Are you ready to become a Maestronite? Let’s do this.
Maestro Health is an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or veteran status.