WORKFORCE MANAGEMENT ANALYST in Cypress, CA at Beacon Health Options

Date Posted: 10/8/2019

Job Snapshot

Job Description

We Help People Live their Lives to the Fullest Potential!

For more than 30 years, Beacon has changed the way people live with behavioral health conditions. Today, we are the undisputed leader in behavioral health management, serving 40 million people across all 50 states. At Beacon, we are committed to delivering a ‘world-class’ candidate experience from the moment you click ‘Apply’! Our goal is to help you reach your fullest potential, while utilizing your talents and expertise to help us deliver on our promise.

Do you have a passion for helping others? If so, we are looking for you!

Beacon is currently seeking a Workforce Analyst a highly organized and compassionate professional to join our team at our Cypress, CA office.  The Workforce Analyst is responsible for analysis related to the planning and management of contingent labor resources such as planning, forecasting, modeled staffing, un-modeled staffing, volume projections and financial planning for the enterprise. This position works closely with the business Leadership and the Site Resource Management team to develop qualitative and quantitative analysis of various strategic business initiatives.

What does a typical day look like?

  1. Analyzes contact center trends and data from various sources to help answer questions related to workforce staffing needs and efficiencies for phone and/or non-phone channels (offline, chat, email, etc.)
  2. Communicates data insights and makes recommendations through presentations and spreadsheets in a clear and concise manner
  3. Prepares reports for business leaders based on analysis such as yearly, monthly, daily and intraday call volume, average handle time, staffing forecasts
  4. Recommends or instructs teams on changes that need to occur based on analysis
  5. Partners with internal and/or vendor teams to align skilling and staffing support contact volume needs as needed
  6. Gathers and tracks historical data at the business, site and/or network level such as absenteeism, attrition, management investment, call volume, productivity, service level performance and staffing adherence
  7. Communicates with business leaders and site management on workforce data findings in order to derive solutions that meet the needs of the business
  8. Provides proactive, solutions-oriented support for the Call Center management and Workforce Management teams and continuous improvement of workforce processes, policies and procedures
  9. Ensures sufficient time is planned to support the business needs through training, individual representative development, and team meetings
  10. Advises and leads the business in determining workforce needs and business decisions such as hours of operation, volume reallocation, vendor shortfalls at the remote sites based on forecasts and analysis
  11. Provides workforce management details surrounding roll-out of projects, plans and initiatives that affect the business and may audit certain workforce processes Benchmarks other call centers to ensure we are utilizing current technology and the best methodology for forecasting staffing needs
  12. Analyzes center and agent historical performance, generates forecasts, generates schedules, and manages schedule changes
  13. Manage employee information changes and scheduling
  14. Generate new forecast when current day forecast has high deviation from actual

What you Contribute?

Education: Bachelor’s Degree in Business, Analytics or a related field highly desirable; minimum Associates Degree preferred and 2-3 years’ experience in Call Center a plus.

Licensure: N/A

Knowledge, Skills & Abilities:

  • Minimum 2 years of call center experience
  • Minimum 1 year Workforce Management Experience required
  • Minimum 2 years supervisory experience highly desired
  • Proficient in MS Word, MS Excel, MS PowerPoint and Visio
  • Strong mathematical, analytical, communication, and organization skills
  • Self-motivated and must excel in a minimally managed position high profile position
  • Knowledge of call center fundamentals required
  • Previous experience with ACD reporting and administration experience required

What Makes Us Different?

  • Here, it’s not just a job – it’s an opportunity to change lives.
  • Our employees are learners, innovators and original thinkers.
  • Our mission and values guide the way we treat our members, providers and each other.

What We Have to Offer:

  • Healthcare benefits available starting day 1!
  • Health & wellbeing incentives, such as gym membership reimbursement
  • 401K with company match to help reach your future financial goals
  • Generous PTO, because we know life happens outside of work
  • Tuition reimbursement so you can keep reaching your fullest potential

If Beacon sounds like the place for you, what are you waiting for? Apply with us today to get started!

Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled

At Beacon Health Options, our candidate's data privacy is a top priority. Our recruiting team conducts all communications using official company email (@BeaconHealthOptions.com). Only candidates who have applied for an open position through our Careers page (careers.beaconhealthoptions.com) will be engaged in our interview process. Beacon conducts all interviews in person or over the phone. At no time during the recruiting process will any Beacon recruiter request any financial or personally identifiable information from you.

#CB

#GD