Job description

ConnectiveRx is a leading, technology-enabled healthcare services company. We work strategically with hundreds of biopharmaceutical manufacturers to help commercialize and maximize the benefits of specialty and branded medications. Our mission is to simplify how patients get on and stay on therapy. We fulfill our mission by providing our customers with innovative services such as patient and provider messaging, the design and operation of copay, vouchers and patient affordability programs, and hub services, all of which accelerate speed-to-therapy and help improve outcomes for manufacturers, healthcare providers and patients.

ConnectiveRx was formed in 2015 by bringing together the industry-leading business of PSKW, PDR/LDM, Careform (2017) and The Macaluso Group (2018) to advance our technology-driven expertise in providing state-of-the-art commercialization solutions. To learn more about our company, visit ConnectiveRx.com

Job Description

This is an office based role. The position can be located in our Pittsburgh, PA OR Whippany, NJ office.

The Workforce Management Analyst position is responsible for playing a central role in the data and reporting of CRx’s Contact Center’s performance. This role will work with Excel, CRM, and other applications. The WFM Analyst will work closely with the Program Managers and Supervisors to make sure business objectives are attained by optimizing human resources.

Main duties include monitoring real time and historical staff patterns, forecasting workloads and staff requirements, tool maintenance, create and delivering reports of shrinkage in schedules. This role will work as a WFM subject matter expert to report schedule adherence and other KPI Metrics as needed, observe and report out on attendance incidents, and communicate KPI data with staff members as necessary. The emphasis is not simply on improving operational efficiency or on managing the workforce effectively but tying actions to the customer experience.

What you will do:

• Utilize specialized software tools to manage and forecast staffing levels for multiple lines of business (Verint, Excel models, etc.)
• Provide operational and maintenance support of the WFM tool.
• Develop schedules to meet contact volumes and service levels for multiple business teams and communicate work/training schedules for agents to operations management.
• Work with contact center management to ensure agent adherence and/or conformance to schedules
• Recommend schedule adjustments based on staffing needs and provide on-demand reporting to determine staffing levels.
• Participate in WFM projects as defined by leadership, providing regular report updates, and adhering to project deadlines.
• Identify and determine required staff based upon deviation reports and make recommendations for improvements.
• Responsible for daily, weekly and monthly call center reports which highlight call center performance (Call Volume, Service Level, Average Handle Time, Abandon % and Average Speed to Answer)
• Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.
• Work closely with the operations team to analyze and help improve their delivery processes
• Maintain confidentiality regarding employee schedules and attendance-related disciplinary action.
• Ensure coaching is scheduled based on the call monitoring that is completed by QA staff without impacting SLA requirements.

What we need from you:

• Bachelor's degree in Mathematics, Business, Statistics, or Industrial Engineering
• 1-3 years of experience in similar workforce management role, including forecasting, staffing, and scheduling desired
• 2-3 years of Data Analysis experience capturing, storing, and reporting historical statistics.
• 2-3 years of Excel experience with intermediate knowledge of formula definitions preferred.
• Previous experience with established WFM software (NICE IEX/InContact, Five9, Genesys, Aspect, etc.) preferred
• Prior experience with Salesforce CRM (or similar applications) preferred
• Skilled in evaluating information and presenting it in a logical manner to select audiences
• Intermediate Microsoft Excel skills required (complex formulas)
• Ability to maintain and create reports in Excel to forecast results and trends
• Must have strong mathematical and statistical skill set to maintain accurate data reporting and analysis

Equal Opportunity Employer: This employer (hereafter the Company) is an equal opportunity employer and does not discriminate in recruitment, hiring, training, promotion, or other employment policies on the basis of age, race, sex, color, religion, national origin, disability, veteran status, genetic information, or any other basis that is prohibited by federal, state, or local law. No question in this application is intended to secure information to be used for such discrimination. In addition, the Company makes reasonable accommodation to the needs of disabled applicants and employees, so long as this does not create an undue hardship on the Company or threaten the health or safety of others at work. This application will be given every consideration, but its receipt does not imply that the applicant will be employed.

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