What are the responsibilities and job description for the Workforce Management Real Time Analyst position at Public Partnerships LLC?
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services.
Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.pplfirst.com).
Job Summary:
The Workforce Management Real Time Analyst is responsible for maintaining key performance indicators (KPIs) in the contact centers by managing volume and staffing requirements to ensure the correct number of agents at are on at the right times to hit desired service levels.
Key Responsibilities
Service Level & Performance Monitoring
Monitor contact center(s) inbound, outbound, email, and chat volumes to ensure service level agreements are achieved for each program/project.
Conducts and documents intra-day actions and root-cause analysis of under/over performing intervals.
Identifies and captures trending call drivers with impacts on agent average handle time or increased/decreased call volume.
Real-Time Workforce Management
Utilizes workforce management systems to monitor agents scheduled vs actual states and partners with leadership to act based on these observations.
Manage real-time chat rooms with the Workforce Management and Operation teams.
Assist agents in troubleshooting in staying in an active state.
Staffing & Scheduling Optimization
Proactively recommends overtime, voluntary time off, training times, etc. based on trending patterns and volumes.
Identify and manage staffing levels and determine if OT or VTO is needed.
Issue Resolution & Escalations
Responds to escalated issues and ad-hoc requests.
Communication & Stakeholder Support
Respond to all internal inquiries and requests in a professional, friendly, and timely manner.
Required Skills:
Strong experience in Workforce and ACD tools/systems.
Strong ability to prioritize workload, meet deadlines, and manage multiple tasks with attention to detail while delivering appropriate response times.
Excellent verbal, written communication and troubleshooting skills.
Strong understanding of contact centers.
Excellent knowledge of MS Windows, Excel and Word required.
Ability to compose reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from internal users.
Qualifications:
Education: High school diploma or equivalent required
Experience: 2 years’ call center experience including real time management.
Working Conditions:
Available to work any shift from 7am- 8pm ET Monday- Saturday
Compensation Range: $55,000 - $70,000 annually
The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified
PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Salary : $55,000 - $70,000