Workforce Analyst

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

We are seeking a motivated and multi-talented individual with strong customer service to join our Technical Customer Care team as the Workforce Analyst. The Workforce Analyst is responsible for supporting real time and/or intraday management of resources to ensure we are optimized in our capacity supporting long and short term forecasted volume, efficiency of all lines of businesses within scope and to oversee responsibilities and processes.

Functions include management of real time hourly adherence, intra-day staffing and service for multi-site, multi-SLAs, 7-day operations. The Workforce Analyst is responsible for handling front and back-office operations, including inbound and outbound communications via phone calls, chats, and emails. Implements best practices to ensure consistent procedures and data-driven, timely decisions. Workforce Management activities are performed to maximize efficiency and control labor expenses while meeting requirements for appropriate agent utilization and delivery of exceptional customer experiences.

This position will be in our Bloomington MN Call Center.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

• Assist the Workforce manager with short term and real time call center planning / staffing processes for improved Workforce Optimization
• Ensures call center and staffing models include accurate, updated information. 
• Utilizes workforce management software and internal data to monitor call volume to ensure appropriate staffing. 
• Establishes and maintains communication channels regarding events that impact call workload. 
• Communicates necessary adjustments to workforce requirements based on dynamic forecasts, re-forecasts when necessary.
• Oversees intra-day staffing and service, including analysis of real-time workload and call routing to manage performance to service level requirements.
• Responsible for development, implementation, and recurring review/update of the communication and reaction strategies to utilize when staffing issues are identified and adjustments are required. 
• Coordinate appropriate staffing allocations and availability of call center staff to achieve Service Level Objections, including state required SLAs
• Monitors and Improves Key performance indicators such as AHT, FCR, SLA, ASA, Abandon rate and other metrics specific to technical customer care.
• Monitor site to ensure Optimal staffing levels.
• Maintain call out line for unplanned absences.
• Maintain attendance tracking for planned and unplanned time off in real time. Highlight attendance trends, excessive absences, or unbalanced workloads.
• Use tools like Excel and Workforce Management software to record planned/unplanned time off.
• Track if unplanned leave exceeds the allowed limit and report when necessary.
• Collaborate with HR and managers to validate leave entries and communicate with employees for any discrepancies or additional clarifications.
• Support Payroll processes by verifying timecard accuracy, addressing discrepancies, and ensuring compliance with company policies.
• Assist with scheduling of the business operations, team meetings, and employee training initiatives.
• Runs and Analyzes reports with the result of making recommendations for adjusting staffing level to meet department productivity goals. 
• Monitors agent dashboard throughout the day to ensure agent productivity & respond as appropriate. 
• Responsible for increasing awareness about Workforce Management and providing ongoing education to staff throughout the Call Centers to ensure appropriate knowledge levels regarding general workforce management practices, including the effective use of workforce planning and adherence tools.
• Conduct regular analysis of data, leveraging insights from Amazon Connect analytics, to identify opportunities for workforce optimization and improvement of technical operations. 

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements

•  Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

• 3+ years of experience as Workforce Analyst required.
• Exceptional analytical skills with the ability to identify trends and patterns and recommend appropriate actions.
• Excellent customer service, communication skills and proficiency in WFM Tools Alvaria Aspect, AWS: Amazon Connect, Tableau, Salesforce Service Cloud, excel and Jira
• Strong Analytical and Problem-solving skills.
• Mathematics or data analytics experience
• Strong organizational skills and ability to manage priorities and workflow. 
• Detail oriented with strong technical skills.
• Proven interpersonal, collaborative, and relationship building skills.
• Passionate about customer service and delivering value to customers. 
• Teamwork approach, enthusiasm, and a strong desire to succeed!
• Ability to commute to the Bloomington, MN Technical Customer Care office.

HHAeXchange is an equal opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.