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Why You'll Love This Job

This position is responsible for varying workforce management tasks within the organization across multiple sites and virtual locations. Key responsibilities will include reporting, scheduling and real time analysis (schedule adherence).

Responsibilities

• Continuous intraday monitoring of real time organizational volumes (calls, emails, claims, file processing, etc.) and assessing the needs of the daily operation.

• Supporting intraday optimization of work schedules and coordinating the effective scheduling of department meetings, training sessions, and vacations.

• Responsible for publishing a suite of reports across the organization on a daily, weekly, monthly, quarterly & yearly basis. Including but not limited to intraday reporting, client reporting, investor reporting, KPI reporting, etc.

• Monitor daily organizational performance and make adjustments to ensure that department response time and service goals are met.

• Manages changes to scheduling to ensure adequate daily resource coverage.

• Consult, advise and work with the organizational management teams to maintain and improve upon service agreements.

• Communicate with management and operations team to ensure compliance with company standards.

• Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.

• Effectively interpret data related to internal and external organizational needs.

• Analyze PTO submissions and approve/deny based on their effect on operations.

• Provides analytical support for special projects and other ad-hoc reporting as required.

• Performs any other related duties as required or assigned.

Skills & Qualifications

• Workforce management experience preferred but not necessary.

• High School Diploma required.

• Proficient use of PC software applications (Access, Excel and PowerPoint). Ability to maintain databases, create complex spreadsheets, and import/export data between applications.

• Demonstrated strong analytical skills.

• Ability and willingness to learn new software applications.

• Skills in complex problem solving, judgment, critical thinking and decision making.

• Ability to be highly organized with an emphasis on accuracy and timeliness.

• Ability to organize information and have attention to detail and accurately follow procedures.

• Track record of reliability and good attendance.  This position is a sole contributor to the organization with minimal backup available around unscheduled absences.

• Ability to work alone with minimal supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.

• Ability to effectively communicate orally and in writing with co-workers, management team, other departments, and vendors.

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