Workforce Management Analyst

Location: Remote (For Non-Local) or Hybrid (Local to NYC area)

About Capital Rx

Capital Rx is a next generation pharmacy benefits manager, overseeing prescription benefit plans on behalf of employers, unions, and government entities. Determined to transform an outdated model, Capital Rx’s mission is to change the way prescription benefits are priced and administered in the US, unlocking enduring social change. Through our platform approach, Capital Rx delivers data-driven insights and actionable strategies that reduce costs, while improving patient outcomes. Our commitment to innovation, technology and service is the reason why Capital Rx is among the fastest-growing PBMs in the country.

Position Responsibilities:

• The Intraday Specialist partners with Call Center management to develop strategic and tactical approaches and action plans that result in superior customer service experiences
• Responsible for real-time monitoring, queue management and schedule adherence
• Actively manage volumes to ensure optimal staffing levels
• Facilitate agent skill assignment and monitor real-time ACD agent work state reports
• Monitor real-time adherence and provide weekly/monthly adherence adjustments and reporting
• Fill overtime and under time staffing levels within the daily schedule to align with forecast
• Coordinate with training for scheduling training opportunities during business hours
• Responsible for the completeness and accuracy of call center agent information housed in WFM and payroll tools
• Attend to email inquiries, schedule adjustment requests and ad-hoc tasks
• Responsible for daily/weekly/monthly attendance reporting
• First point of contact for WFM regarding system-related issues that impact production; Track and report issues and resolution
• Create accurate and timely reports that reflect the centers performance related to systemic tools
• Participate in activities, including ad-hoc tasks designed to improve customer satisfaction and business performance
• Advises hiring needs and business decisions based on forecasts and results
• Makes complex decisions while assessing risks that can impact level of the services we provide
• Works with members of the management team to ensure meetings and trainings are scheduled, while maintaining acceptable service levels
• Re-prioritizing daily tasks due to immediate actions that must be taken to ensure acceptable levels
• Develops and maintains historical data (e.g. absenteeism, attrition, management investment, call volume, productivity, service level performance, and staffing adherence etc.…)
• Benchmarks other call centers for service level targets, technology, and call routing processes

Required Qualifications:

• A Bachelor’s degree in business management, math, statistics, economics, or related field is preferred but not required; Equivalent training and experience may be substituted and considered
• 5+ years of call center experience
• 3+ years of experience in a workforce management role desired
• Intermediate experience with Microsoft Excel utilizing formulas, v-Lookups, and pivot tables
• Focus on operations management experience including forecasting, scheduling, and real-time operations management
• Experience with Workforce Management tools like NICE inContact CXone, IEX (preferred), Genesys, Intradiem and/or Verint
• Utilize features such as Intraday Grid, Intraday Reforecasting, Real-Time Adherence, and proactive notifications & alerts
• Knowledge of call center fundamentals
• Good organizational skills and attention to detail are essential
• Must have strong analytical skills
• Adept at data collection, summarization and analysis of metrics
• Should have excellent problem solving and negotiation skills

Capital Rx values a diverse workplace and celebrates the diversity that each employee brings to the table. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.