Molina Healthcare Intraday Analyst in Long Beach, California
Knowledge/Skills/Abilities Develop and deploy workforce management strategies nationwide. Partner with leaders by strategically identifying business needs, and propose solutions in line with the needs of our members and providers. Requires contact center experience with in-depth Workforce Management experience specializing in planning efforts. Ensures the right numbers of skilled resources are in place at the right time to handle the workload. Identify gaps in coverage and propose solutions for the best possible outcome. Data integrity is critical to success, as is attention to detail. Must possess the ability to self check consistently for the best possible outcome. Must have the ability to work well under pressure, with the ability to multi task. • Analyzes and measures the effectiveness of existing contact center processes and develops sustainable, repeatable and quantifiable process improvements. • Collects and analyzes contact center activity data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost. • Monitors resource requirements, call volume, quality and efficiency of customer contact center operations. • Collaborates with training resources to provide training on improved processes. • Shares observations related to trends related to call handle time and call volume. • Responsible for real time adjustments to scheduling plans and staffing scenarios and ensures service levels are met. • Assists in developing ad hoc offline activity schedules with consideration for staffing plans, and key performance indicator objectives. • Interfaces with business units, technology and support teams, and partners to communicate expectations and goal requirements, as well as conduct gap analysis when expectations are not met. • Offers solutions and workarounds to system outages.
Required Education Associate's Degree or equivalent combination of education and experience Required Experience Requires at least 1-3 years relevant experience with Workforce Management tools – expert level with call centers experience with call center operations, processes and procedures, including and understanding of service objectives and contact center analytics Preferred Education Bachelor's Degree or equivalent combination of education and experience Preferred Experience 2 years relevant experience with Workforce Management tools – expert level with call centers experience with call center operations, processes and procedures, including and understanding of service objectives and contact center analytics
To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
Title: Intraday Analyst
Location: CA-Long Beach-HUGHES
Requisition ID: 1802731
Other Locations: US-WA-Bothell-BOTHELL, US-TX-Irving-TXWESTRIDG, US-OH-Columbus-OHCORPX