Workforce Real Time Analyst at Alto Pharmacy

| Greater Denver Area
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Our Alto Workforce Real Time Analyst is responsible for monitoring and reporting agent schedule adherence in real-time, working closely with Alto Care Operations leaders, calling out non-adherent activities so that non-adherent agents can be directed back toward the appropriate work assignment.

 Duties

  • Monitor real-time contact center volume traffic in a multi-skill contact center environment, utilizing forecasts and schedules to manage service levels on a daily basis. Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
  • Support Care Operations to help provide greater focus on real-time/intraday agent productivity to meet or exceed SLA and KPI targets, performance exceptions and schedule adherence
  • Collaborate with the Care Operations team to execute system modifications (e.g., break management, schedule updates and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time (AHT), volume, absenteeism, etc.)
  • Manage daily attendance tracking
  • Input intraday scheduling exceptions as required (e.g. training, special projects, meetings, coaching, overtime, etc.), in coordination with Training Team and Care Operations
  • Ensure staffing schedules meet requirements, manage call queues, and track agent adherence/shrinkage and escalate as & when required. Track, update as needed, and report operational results e.g., schedule variance, overtime, occupancy, agent productivity, etc.
  • Perform root cause analysis for the days targets were missed; suggest corrective action
  • Provide historical reporting compilation as required Intraday real time monitoring of service levels for all queues 
  • Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
  • Have a real time communication with the WFM team and Care Operations when call outs or changes are needed 
  • Support changes within routing profiles
  • Update and send reports related to the performance including but not limited to shrinkage, occupancy and NPT usage
  • Build and maintain strong relationships with key stakeholders to ensure shared objectives are met
  • Provide assistance to the WFM team as needed, performing additional duties as required

Skills

  • High degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
  • Basic knowledge of management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring)
  • Intermediate knowledge of Google sheets or Microsoft Excel
  • Clear quantitative, analytical and technical aptitude skills
  • Strong math and PC skills required
  • Competency in dealing with all levels of employees/management and building strong relationships with teams and all organizational customers
  • High level of professional integrity; employee information must be kept confidential
  • Capability to prioritize and meet tight deadlines
  • Attention to detail and ability to multitask
  • Capacity to maintain composure in critical situations and communicate clearly with stakeholders 

Requirements

  • 1-2 years experience in a contact center; basic contact center-specific software and applications knowledge
  • 1-2 years Operational Workforce Management experience preferred
  • High school diploma or the equivalent (GED) 
  • Flexibility to work weekends and all potential open office hours shifts

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Technology we use

  • Product
    • AsanaManagement
    • JIRAManagement

Location

Golden Triangle area just south of downtown Denver

An Insider's view of Alto Pharmacy

What is your vision for the company?

It’s really easy to assume that Alto Pharmacy just delivers medications, but it goes beyond this when you have patients who are bed bound or who don’t know how to navigate the medical field by themselves. We support you in navigating this tricky realm, we ensure that adherence is more feasible, and the healthcare experience is transparent.

Gloria

Patient Care Lead

What are Alto Pharmacy Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Acme Co. also provides 6 weeks of leave for the secondary caretaker.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Stocked Kitchen
Some Meals Provided
Fitness Subsidies
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