Workforce Analyst

Profile
We offer remote work opportunities in the following locations ONLY: AK, AR, AZ, CO, DC, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA, WA, WI, WY
US Citizenship REQUIRED: Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.
Veterans, Reservists, Guardsmen, and military family members are encouraged to apply!
Job Summary
This position is responsible for providing direct Workforce Management support. It focuses on staffing levels and applies workforce management techniques and concepts to improve productivity outcomes. Techniques include real time adherence (RTA), routine performance snapshots, communications, attendance tracking and processing customer requests. The role may also be responsible for ongoing maintenance of the NICE IEX software and eResource planner software applications.
Education & Experience
Required:
High School Diploma or G.E.D.
1+ years call center experience
Working knowledge of call center operations and workforce management concepts/methodology
Intermediate skill in Microsoft Excel
Knowledge of metrics reporting
Experience writing instructional or procedural communications or documents
Preferred
Bachelor’s degree in informatics, business administration or related field
2+ years in customer service in a call center environment
Experience with data analysis, performance metrics, problem identification, and data reporting
Experience with scheduling software, workforce management software, or equivalent
Experience with telephony systems
Key Responsibilities
Utilizes performance metrics to track actual performance against standards.
Compiles data, organizes into meaningful format, and analyses performance levels.
Identifies operational issues and trends, performs data reconciliation, and develops data reports.
Maintains routine performance snapshots and inventory status
Uses business contingency plans to address performance
Develops new ways to measure outcomes, performs data compilation and analysis to document business process outcomes.
Uses on-going data collection and analysis to ensure attainable and reasonable standards are managed successfully.
Compiles, assesses, and communicates departmental, unit, and individual performance measurements. Develops monthly audit reports to track changes.
Assesses performance standards to ensure compliance with TriWest standards and government requirements.
Participates in the assessment of new technology to enhance operational outcomes.
Assists with the development and maintenance of new databases to track performance measures, costs, and operational data.
Takes active steps to ensure data and process integrity.
Collaborates with team on operational trending, data analysis, and reporting functions.
Partners with other TriWest departments to identify, address, and resolve process issues to ensure high quality service levels throughout TriWest. Seeks advice and escalates issues or problem as warranted.
Works closely with leadership teams to achieve goals and performance standards.
Performs all other duties assigned.
Regular and reliable attendance is required.
Competencies
Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate.
Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.
Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.
Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; Commitment to task to produce outcomes without direction and to find necessary resources.
Information Management: Ability to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions.
Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.
Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented.
Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues.
Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.
Technical Skills: Knowledge of workforce management concepts and methodology, statistical data analysis and statistical quality control; performance metrics, continuous process improvement; Writing skills, including structure and grammar; research skills; Expertise in report development, data presentation, and writing formal recommendations; Collaboration and project management skills; Ability to maintain confidentiality with proprietary issues Proficient with records maintenance and call center software; Proficient with Microsoft Word, Excel, PowerPoint, and Project
Working Conditions
Working Conditions
Works within a standard office environment, with minimal travel
Extensive computer work with pronged periods of sitting
Ability to do repetitive work and maintain set production standards
Company Overview
Taking Care of Our Nation’s Heroes.
It’s Who We Are. It’s What We Do.
Do you have a passion for serving those who served?
Join the TriWest Healthcare Alliance Team! We’re On a Mission to Serve®!
Our job is to make sure that America’s heroes get connected to health care in the community.
At TriWest Healthcare Alliance, we’ve proudly been on that important mission since 1996.
DoD Statement
Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.
Benefits
We’re more than just a health care company. We’re passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:
Medical, Dental and Vision Coverage
Paid time off
401(k) Retirement Savings Plan (with matching)
Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
Tuition reimbursement
Paid volunteer time
TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $54,000 - $59,000 per year.
Equal Employment Opportunity
TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.

Work arrangement
Yes