Workforce Management Analyst - Reporting and Analysis

excelleRx, Inc. is the market leader in pharmaceutical care for niche disease markets, providing expert medication consultation and pharmaceutical distribution services. Combining proprietary technology and clinical experience, excelleRx ensures the appropriate use of medication, and thereby enhances quality of life. Caregivers from healthcare facilities nationwide rely on excelleRx to manage their patients’ pharmacotherapy needs. The excelleRx mission is to use technology and clinical expertise to change the way medication is deployed, so that patients are given prescriptions based on objective information rather than habit or personal preference

Summary: The Workforce Management Analyst supports the Workforce Management Supervisor in all workforce management functions including forecasting, reporting and analysis. The position requires extensive analysis of MMSC workload, schedules, and real time operation and taking necessary action to insure effective and efficient use of resources.                                           Essential Duties and Responsibilities:  Workforce Management analysts will specialize in some functions and will be cross trained and crossed utilized in all WFM functions including, but are not limited to:  ·        Compiling and maintaining accurate historical data of all MMSC call volumes, off phone work, average handle times, service level and other ACD performance statistics, training, coaching, and meeting hours, and other related data·        Analyzing MMSC workload distribution to develop effective shift, break, and lunch schedules that meet service level performance objectives·        Coordinating with MMSC Pharmacist Leader and VP for their future and current day requirements for coaching, training, off phone work, etc.·        Updating current day forecast as needed based on analysis of real time workload·        Monitoring real time performance against established goals and make adjustments to schedules as needed·        Generating current day operational performance reports and taking action to remedy any periods of under/overstaffing·        Processing Pharm and Tech requests for time off within turnaround time goals and approval parameters·        Participating in projects and meetings as needed to provide workforce management perspective and support·        Reconcile employee schedule with records for payroll·        Order supplies and disperse in Care Center and other Operations areas·        Other tasks as assigned
Experience and Skills:


 

 

 Qualifications: ·        Must have excellent analytical skills, be able to work under pressure, possess excellent verbal communication skills. ·        Must have superior interpersonal skills and demonstrated ability to effectively interact with all levels management and non-management employees.·        Individual must be able to multi-task and prioritize in a fast -paced environment.·        Candidate must be able to work with limited direction, be self-motivated, and have a creative approach to problem solving.  Education and/or Experience: ·        Previous experience with Blue Pumpkin and Symposium, Nortel based telephony systems and skills based routing tech experience a plus. ·        High school degree required, college preferred.                                                       Computer Skills: ·        Must be proficient in Microsoft Outlook and Word,  with advanced skills in Excel, and Access