Resource Planning Senior Analyst, RTA

This is a fully remote position, open to applicants in United States.

📋 Description

• Work collaboratively with the Resource Management Team, Market Directors, and Managers to implement daily and weekly calling strategies.

• Create balanced skilling plans that are level-loaded based on analysis of demand and capacity.

• Oversee systems, call metrics, real-time call volume, trends, staffing levels, and call queues throughout the day.

• Evaluate and execute changes to skilling as needed.

• Maintain employee profiles and reallocate resources for various call types.

• Ensure compliance with client-specific performance guarantees and alert management to any issues.

• Offer technical support for call center, production, and phone systems within PBS.

• Resolve issues, follow up until resolved, and keep an issue log.

• Generate call center management reports detailing call trends, productivity, and service levels.

• Produce ad hoc reports as required.

• Share performance and scheduling updates during Daily Production Meetings.

• Address incoming requests on the Wrike platform within 24 hours.

• Carry out additional duties as assigned.

⛳️ Requirements

• High school diploma or GED is required; a Bachelor's degree is preferred.

• Minimum of 1 year of experience in resource management or workforce planning is required.

• At least 2 years of experience in a call center environment.

• Availability to work Sunday through Thursday, from 9:00 AM to 5:30 PM EST, and the flexibility to accommodate alternative schedules, including overnight coverage.

• Familiarity with Real Time Management systems and tools, such as Verint, Amazon Connect, or similar.

• Proficient in Microsoft Office software.

• Preferably knowledgeable about Express Scripts call center systems and platforms.

• Proven understanding of call center processes and procedures.

• Exceptional oral and written communication, presentation, and facilitation skills.

• Capable of adapting in a dynamic work environment and making independent decisions.

• Ability to manage multiple projects at once and prioritize workload effectively.

• Strong problem-solving abilities and the capacity to collaborate with other departments to address complex issues.

• Detail-oriented individual.

• Preferred knowledge of the PBS industry/Managed care industry.

• Must have home internet through cable broadband or fiber optic service with a minimum of 10Mbps download and 5Mbps upload.

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Medical, vision, and dental benefits.

• Well-being and behavioral health programs.

• 401(k) plan.

• Company-paid life insurance.

• Tuition reimbursement opportunities.

• A minimum of 18 days of paid time off each year.

• Paid holidays.

• Leaves of absence available.

• Work-from-home arrangement offered.