WFM Real Time Analyst

Position: Workforce Management Real Time Analyst

The Workforce Management Real Time Analyst will be part of the Monogram Health Care Center organization. This position will play a crucial role in leveraging data to drive insights and strategies aimed at improving healthcare outcomes and reducing costs within a value-based framework. You will collaborate closely with cross-functional teams to ensure reporting is available for business decisions impacting the contact center.

Roles and Responsibilities

• Responsible for real time monitoring & adherence to established service levels and KPI's.

• Manage call center attendance and punctuality.

• Generate and publish reports as needed for call center leadership.

• Monitor inbound / outbound skills to ensure workload is distributed properly.

• Complete and manage special projects as assigned.

• Manage Contact center skills and manage all offline activity to ensure that Service levels are tracked to be met.

• Self-starter and independent, logical thinker with ability to perform detailed data analysis.

Position Requirements

• HS Diploma or equivalent required.

• A minimum of 2 years of relevant call center work experience.

• Demonstrated verbal, written and visual communications skills.

• Ability to multi-task and handle a large volume of concurrent priorities.

• Preferred Skills/Experience

• Knowledge of workforce management forecasting, capacity planning, scheduling

• Excel experience

Benefits

• Opportunity to work in a dynamic, fast-paced and innovative value-based provider organization that is transforming the delivery of kidney care.

• Competitive salary

• Comprehensive medical, dental, vision and life insurance

• Flexible paid leave and vacation policy

• 401(k) plan with matching contributions

About Monogram Health

Monogram Health is a next-generation, value-based chronic condition risk provider serving patients living with chronic kidney and end-stage renal disease and their related metabolic disorders. Monogram seeks to fill systemic gaps and transform the way nephrology, primary care and chronic condition treatment are delivered. Monogram's innovative, in-home approach utilizes a national nephrology practice powered by a suite of technology-enabled clinical services, including case and disease management, utilization management and review, and medication therapy management services that improve health outcomes while lowering medical costs across the healthcare continuum. By focusing on increasing access to evidence-based care pathways and addressing social determinants of health, Monogram has emerged as an industry leader in championing greater health equity and improving health outcomes for individuals with chronic kidney and end-stage renal disease.

At Monogram Health we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.