Workforce (WFM) Real-Time Analyst (RTA)

Workforce (WFM) Real Time Analyst (RTA) 

The Opportunity 

Mission Control is a dynamic workspace, powered by teams who are passionate about the One Medical Mission, providing world class service experiences for patients, and who are never satisfied with the status quo. Our teams thrive while handling high volume tasks and phones inflow, and are always evaluating their work through the lens of process improvement through continuous learning and experimentation.  As a WFM Real-Time Analyst  at Mission Control, you’ll be ensuring our Member Support Specialists are following their schedules, balancing our volume and helping with keeping our Service Levels at the highest levels daily .

As a Real Time Analyst, you will work closely with Operations, to help monitor Incoming volumes In Queues, report on Daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance.  In order to be successful in this role,  previous workforce management experience is a must.   In this role, you’ll be expected to hold these teams to achieve their daily service level goals and make appropriate business decisions to drive results. Strong organization, time management skills, skillful prioritization and resilience are necessary. 

Reporting the the WFM Manager, this role supports teams located at Mission Control and around the country, we are looking for people who are willing to work within our Phoenix location and be in the office daily to help drive teamwork and collaboration among our Managers and key stakeholders.

What you'll likely work on:

• Maintaining service level agreements in Patient Tasks through TOPs and Active Daily Management
• Access workforce management metrics that help pinpoint employees that are currently out of adherence with the planned schedule.  
• Designing better processes for more efficient task resolution
• Onboarding, training, and developing MSS III
• Supporting the MSS training program
• Driving Process Improvement through Kaizen events, A3s, other Value stream improvement activities

What you’ll need:

• At least 1+ years experience as an Workforce Analyst in an established organization 
• Workforce Management tool experience and Excel required
• NICE(CXOne/IEX), Ringcentral and Google Suite nice to have
• Leadership skills with proven experience directing contact center operational improvements
• Gathering, analyzing and interpreting gathered 
• Submitting reports to the relevant department heads and management
• Helping the management and other teams define and reach business goals and needs
• Analyzing data to identify trends in adherence and agent behavior and preferences, including creating reports based on findings
• Communicating with senior management about any issues that may require further investigation
• Developing reports and presentations that present findings from data analysis in a clear and concise manner
• Strong analytical skills, oral and written communication skills
• Report writing and presentation skills

Benefits designed to aid your health and wellness:

Taking care of you today

• Paid sabbatical after 5 and 10 years
• Employee Assistance Program - Free confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues
• Competitive Medical, Dental and Vision plans
• Free One Medical memberships for yourself, your friends and family
• Pre-Tax commuter benefits
• PTO cash outs - Option to cash out up to 40 accrued hours per year

Protecting your future for you and your family

• 401K match
• Opportunity to participate in company equity programs
• Credit towards emergency childcare
• Company paid maternity and paternity leave
• Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance
• Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance

This is a full-time irole based in Phoenix, AZ