The Workforce Management Analyst (WFM Analyst) will be responsible for identifying, validating, and interpreting trends in large data sets related to defined workflows as well as effectively communicating proposed solutions to management. This person will work with the Genesys PureCloud environment, the Genesys software of Interaction Optimizer and Interaction Client Business Manager. In this role, the successful candidate will diligently manage end user schedules, will identifying gaps in staff coverage, monitor phone queues, maintain key WFM processes, create and analyze data into reports, and communicate to leaders.
Responsibilities
- Identifying and improving efficiencies within scheduling technologies
- Produce and analyze WFM operational metrics
- Forecast and recommend staffing decisions, manage scheduling of user lunch and breaks and meetings/trainings
- Communicating clearly with Operational teams and leaders
- Provide recommendations to Operations based on valid data regarding staffing
Required Qualifications
- Bachelor's degree or equivalent experience
- Strong Excel skills
- Revenue Cycle and/or Healthcare experience is an advantage
- At least 1-2 years experience in Workforce management in a BPO set up
- A collaborative mentality and ability to interact across multiple teams
- Ability to work well with team members
- Ability to multi-task and independently manage project demands in a dynamic environment
Eligibility Requirements For Internal Candidates
- Must be a regular employee.
- Minimum of 6 months tenure in current role.
- Not enrolled in a Performance Improvement Plan.
- With a Performance Rating of Consistently Meets Performance and above
- Must not have Ethics Point case/s, Data Privacy nor Employee Relations disciplinary record/s in the past 12 mos until prior promotion effective date
Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.
Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits.
What's in it for you
- Competitive Total Rewards Package
- Target variable incentives
- Medical Plan (HMO) from Day 1 of employment with free dependents
- Life insurance
- Paid Time-Off Benefits
- Sick Leave Conversion
- Night Differential offered
- Employee Referral Program
- All Mandatory Statutory Benefits
R1 RCM Inc. (the Company) is dedicated to the fundamentals of equal employment opportunity. The Company's employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person's age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, or any other characteristic protected by local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.
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