L.A. Care Health Plan
Customer Solution Center Workforce Management Analyst I
L.A. Care Health Plan, Los Angeles, California, United States, 90079
Customer Solution Center Workforce Management Analyst I
Job Category:
Customer ServiceDepartment:
Office of CSC ExcellenceLocation:
Los Angeles, CA, US, 90017Position Type:
Full TimeRequisition ID:
11771Salary Range:
$55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.)Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan, serving more than 2 million members.Mission:
L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents.The Customer Solution Center Workforce Management (WFM) Analyst I is primarily responsible for real-time management of the call center queues, schedule maintenance, and the management of exceptions.Duties
Real-time monitoring and management of call center queues, including agent adherence to scheduled activities, excessive state durations, and collaboration with call center leads and supervisors.Optimize scheduled breaks and lunches as resource requirements change, determine need for extra hours and/or leave early, assess availability for offline functions and approve/deny as required.Use established guidelines to process exception requests submitted by call center agents and supervisors within assigned timelines.Perform other duties as assigned.Education Required
Associate's or Bachelor's DegreeExperience
Required:At least 2 years of contact center experience including real-time adherence, demonstrated experience finding multiple solutions to complex problems, and practical experience with workforce management tools.Preferred:Experience in a multi-lingual, culturally-sensitive environment; hands-on experience with WFM Nice IEX Software; contact center analytics and experience with queue monitoring software (Cisco).Skills
Required:Strong real-time analytical skills, ability to interpret WFM data to assist with determining staffing needs, intermediate computer proficiency (Word and Excel), familiarity with call center terminology, superior customer service, communication, and problem-solving skills.Physical Requirements
LightAdditional Information
Salary Range Disclaimer:
The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.L.A. Care offers a wide range of benefits including:Paid Time Off (PTO)Tuition ReimbursementRetirement PlansMedical, Dental and VisionWellness Program
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Job Category:
Customer ServiceDepartment:
Office of CSC ExcellenceLocation:
Los Angeles, CA, US, 90017Position Type:
Full TimeRequisition ID:
11771Salary Range:
$55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.)Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan, serving more than 2 million members.Mission:
L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents.The Customer Solution Center Workforce Management (WFM) Analyst I is primarily responsible for real-time management of the call center queues, schedule maintenance, and the management of exceptions.Duties
Real-time monitoring and management of call center queues, including agent adherence to scheduled activities, excessive state durations, and collaboration with call center leads and supervisors.Optimize scheduled breaks and lunches as resource requirements change, determine need for extra hours and/or leave early, assess availability for offline functions and approve/deny as required.Use established guidelines to process exception requests submitted by call center agents and supervisors within assigned timelines.Perform other duties as assigned.Education Required
Associate's or Bachelor's DegreeExperience
Required:At least 2 years of contact center experience including real-time adherence, demonstrated experience finding multiple solutions to complex problems, and practical experience with workforce management tools.Preferred:Experience in a multi-lingual, culturally-sensitive environment; hands-on experience with WFM Nice IEX Software; contact center analytics and experience with queue monitoring software (Cisco).Skills
Required:Strong real-time analytical skills, ability to interpret WFM data to assist with determining staffing needs, intermediate computer proficiency (Word and Excel), familiarity with call center terminology, superior customer service, communication, and problem-solving skills.Physical Requirements
LightAdditional Information
Salary Range Disclaimer:
The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.L.A. Care offers a wide range of benefits including:Paid Time Off (PTO)Tuition ReimbursementRetirement PlansMedical, Dental and VisionWellness Program
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