Workforce RTA Analyst – Multiple Locations

Workforce RTA Analyst – Multiple Locations

Posted On: 11-26-2013
Position Title: Workforce RTA Analyst
Location: Tucson, AZ; Jacksonville, FL; Overland Park, KS
Requisition numbers are:  537982 and 534033
Company Name: Optum RX

Primary Responsibilities:

  • Use workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments
  • Utilize call center tools to observe agents actual state compared to agents scheduled state
  • Manage real-time inbound call traffic to help ensure that service levels are met
  • Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
  • Prepare and maintain reports, dashboards and monthly packages
  • Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
  • Support the preparation of ad hoc analysis that enables strong understanding of the business
  • Provide training on report, dashboard and package development to team members and management as needed
  • Extensive work experience within own function
  • Work is frequently completed without established procedures
  • Works independently
  • May act as a resource for others
  • May coordinate other’s activities

Requirements:

  • High School Diploma/GED OR 10+ years of work experience
  • 2+ years’ experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, and/or Blue Pumpkin
  • 1+ year experience working in a call center and/or transaction site
  • Intermediate level of experience with MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.)
  • Intermediate level of experience with MS Word
  • Ability to work a flexible schedule, including weekends

Assets:

  • Bachelor’s degree
  • Workforce Management experience