Workforce Management Business Systems Analyst
Exemption Status:United States of America (Exempt)$95,717 - $132,808 - $169,898“Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors. A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.”This position is not eligible for Sponsorship.MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!Job DescriptionSummaryThe Workforce Management Business Analyst serves as the technical and analytical member of the Workforce Management (WFM) team, supporting multiple Contact Center sites. This role owns future forecasting, staffing models, and serves as the subject matter expert for Operations on the workforce management software solutions, accountable for strategic and operational oversight of these business solutions. As the subject matter expert, this position requires technical knowledge of the applications design and implementation to support business and system process changes to drive peak performance. This position will rely on experience, judgment, business applications and systems knowledge, and technical skill to plan and accomplish goals.Essential Duties and Responsibilities include the following. Other duties may be assigned.Maintain a rolling staffing and capacity plan including volume forecasts that consider seasonality and holiday fluctuations, average handle time (AHT), shrinkage, and service level assumptions.Perform cost-analysis related to various staffing models and assess cost/service trade-offs.Proactively makes recommendations to management for the adoption of new technology, industry’s best practices, and process improvements.Report on staffing deltas, forecasted need, required, and actuals.Administers WFM and ACD Configuration across centers (skill groups, precision queues, etc.)Ensure routing, reporting and forecasting alignment, maintaining and auditing skills/queues.Monitor data feed health (interval volumes, AHT, adherence feeds); resolve defects with Tele...