Workforce Management Technical Analyst in Anaheim, California at AltaMed Health Services

Position Title: Workforce Management Technical Analyst

Location: Anaheim, CA 92805

Description:

Grow Healthy

If you are as passionate about helping those in need as you are about growing your career, consider AltaMed. At AltaMed, your passion for helping others isn’t just welcomed – it’s nurtured, celebrated, and promoted, allowing you to grow while making a meaningful difference. We don’t just serve our communities; we are an integral part of them. By raising the expectations of what a community clinic can deliver, we demonstrate our belief that quality care is for everyone. Our commitment to providing exceptional care, despite any challenges, goes beyond just a job; it’s a calling that drives us forward every day.

Job Overview

The Technical Analyst, Workforce Management, helps provide a seamless and consistent customer service interaction experience. The analyst monitors metrics to improve key performance indicators (KPIs) and analyzes data to provide insights and identify trends that can help improve operational efficiency and evaluate the effectiveness of Omnichannel strategies, optimization, and patient engagement. The Analyst supports staffing optimization by load-balancing skills/queues/resources to help ensure service levels are met. The Analyst supports generating agent reports and dashboards to track metrics related to workforce management, such as staffing levels, overtime, and employee productivity. The Analyst builds employee schedules and adds exceptions, approves or denies time off requests, and monitors agent productivity. The Analyst analyzes workforce data such as forecasting, staffing models, and metrics to provide insights and a Root Cause Analysis that can help improve operational efficiency. In addition, the Analyst configures, updates, and maintains Workforce Management software. The Analyst provides support for technical issues related to Workforce Management and systems. Lastly, the Analyst provides ongoing support to help staff adapt to new technologies and partners with and supports IT/Telecom to diagnose and quickly resolve Omnichannel technical issues.

Minimum Requirements

• BS or BA degree or equivalent combination of education and work experience.

• Minimum of 2 years of relevant experience with Contact Center Customer Service metrics and/or analytics

• Workforce Management experience is preferred

• Project Management experience is preferred

• Project Timeline experience is preferred

• Leadership, Contact Center Customer Service, Project Management, or a background in Analytics

• Workforce Management Software experience preferred; NICE, IEX, Kronos, Genesys, Blue Pumpkin, TCS, or any WFM-related software

Compensation

$68,640.00 - $85,800.00 annually

Compensation Disclaimer

Actual salary offers are considered by various factors, including budget, experience, skills, education, licensure and certifications, and other business considerations. The range is subject to change. AltaMed is committed to ensuring a fair and competitive compensation package that reflects the candidate's value and the role's strategic importance within the organization. This role may also qualify for discretionary bonuses or incentives.

Benefits & Career Development

• Medical, Dental and Vision insurance
• 403(b) Retirement savings plans with employer matching contributions
• Flexible Spending Accounts
• Commuter Flexible Spending
• Career Advancement & Development opportunities
• Paid Time Off & Holidays
• Paid CME Days
• Malpractice insurance and tail coverage
• Tuition Reimbursement Program
• Corporate Employee Discounts
• Employee Referral Bonus Program
• Pet Care Insurance

Job Advertisement & Application Compliance Statement

AltaMed Health Services Corp. will consider qualified applicants with criminal history pursuant to the California Fair Chance Act and City of Los Angeles Fair Chance Ordinance for Employers. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if AltaMed Health Service Corp. is concerned about a conviction directly related to the job, you will be given a chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

Remote Type: In Person
About US:
As the nation’s largest Federally Qualified Health Center (FQHC), AltaMed is at the forefront of providing affordable, high-quality health care to underserved communities in Los Angeles and Orange Counties. At AltaMed, you will have the opportunity to work with a diverse team of dedicated professionals who are passionate about making a difference and supporting our community of over 400,000 patients.

Learn About AltaMed: Click Here

AltaMed Health Services Corporation is committed to providing equal employment opportunities for all qualified individuals. We strictly prohibit discrimination in employment based on race, color, creed, religion, marital status, sexual orientation, registered domestic partner status, sex, gender, gender identity or expression, ancestry, national origin, age, medical condition, physical or mental disability, military or protected veteran status, pregnancy or perceived pregnancy, childbirth, breastfeeding or related medical conditions, genetic information, or any other characteristic protected by local, state, or federal law, ordinance, or regulation.

We are committed to promoting equality and inclusivity beyond our recruitment and hiring processes. We aim to create a respectful, valued, and inclusive workplace through training, advancement opportunities, and access to resources and support. We focus on fostering a diverse workforce because it enriches our organization and improves our ability to effectively serve our clients and community. We encourage individuals from all backgrounds to apply and join us in our mission to create a positive impact.