PHL Workforce/Real Time Analyst - Urgent

We are searching for a resourceful PHL Workforce/Real Time Analyst to join our exceptional team at Carenet Health in Makati.
Growing your career as a Full Time PHL Workforce/Real Time Analyst is an awesome opportunity to develop exceptional skills.
If you are strong in cooperation, adaptability and have the right mindset for the job, then apply for the position of PHL Workforce/Real Time Analyst at Carenet Health today!

 

The Workforce Management Analyst (Real-Time) is responsible for working with Operations, our Clients, WFM, People Services, QA, Training and IT to help oversee things like yet not limited to the following …

• Central Point of Contact for WFM customers and Leadership
• Successfully manage Key Performance Indicators (KPIs)
• Follow, create & modify standard processes and procedures as they relate to communication and education to both internal and external customers
• Provide, maintain and analyze as needed reporting of KPIs to measure effective and efficient account performance
• Perform Real Time Management and Intraday Management activities
• General oversight of impacts to Net Staffing (increasing & decreasing staffing) within a rolling three (3) week period

At Carenet Health, we’re relentlessly focused on delivering clinically driven, consumer-centric engagement solutions rooted in powerful, one-on-one connections. One in five (65 million) Americans has access to our services, and we connect with 70,000 consumers daily about their health and wellness, coverage and benefits, care coordination and more.

SOME OF WHAT YOU WILL DO:

• Assigned Special Projects by Management
• Temporarily fills in for Leadership during time off and/or to attend meetings on behalf of WFM
• Subject Matter Expert / Training Resource for newly onboarded Real Time Analysts
• High level of Skills / Knowledge / Abilities on all Real Time Analyst responsibilities
• Operational / Client point of contact for questions, concerns, escalations, etc. …
• Analytical thinking as well as provides analysis to reflect Line of Business trends and recommendation on proactive changes
• Trends real-time call arrival patterns and adjusts staffing accordingly
• Identifies call routing anomalies using real-time monitoring applications
• Identifies real-time call volume interruptions and escalates system outages that impact contact center performance
• Maintain current and accurate agent skill set inventory and schedule recruiting / training departments’ involvement as required
• Ensures adherence with penalty contract service level requirements

• Bachelor's Degree in computer science, statistics, mathematics, finance, general business, accounting or a related field and at least 2 years’ experience in Workforce Management, with preference for analytical modeling experience in a Contact Center environment
• Additional work experience in lieu of degree also acceptable.
• Experience implementing new software/applications helpful
• Experience with workforce applications, including call routing schemes
• Exceptional PC skills with multiple products such as Microsoft Office applications including strong MS Excel skills, MS Word, PowerPoint, E-mail, database and Internet software.
• Experience with workforce management tool is a must.
• Ability to handle multiple line phone systems.

 

We’re searching for the market’s strongest candidate to join our group of innovators, collaborators, and builders in pioneering the next phase of Carenet’s place in healthcare history. If this sounds like you, we need to connect!

 

More About Carenet Health

 

Carenet Health delivers multi-dimensional value to healthcare organizations in areas such as revenue optimization, cost containment and consumer experience. Our clients choose us—and stay with us for an average of seven years or more—because of our clinical expertise and our experience creating meaningful connections that deliver impact and ROI.

 

Our solutions include multi-channel consumer engagement programs that support quality and satisfaction performance metrics, as well as on-demand clinical engagement and telehealth services that improve care and lower costs. Intelligent contact strategies, empathy-focused interactions, high-touch navigation assistance and best-in-class partners are a few of the key factors in our success.

Learn more at carenethealthcare.com

Benefits of working as a PHL Workforce/Real Time Analyst in Makati:

● Company offers great benefits
● Advancement opportunities
● Competitive salary