Workforce, Real Time Administrator
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Solid business acumen; analytical and inquisitive.
Demonstrated experience with data analysis and data manipulation skills.
Solid Experience with Excel (Pivot Tables, Dashboards, formulas (concatenate, trim, index, match), graphs, sparklines) and MS Office Suite of Tools
Experience with the following tools are a big plus - SQL, Verint, Qualtrics, Workday
Ability to create proper documentation – workflows experience.
A high level of competency to draw conclusions from raw data & make corrections based on the numbers.
Ability and desire to learn new systems, and proficiency in implementation of new/unfamiliar software tools.
The ability to thrive in a fast-paced, change-infused, demanding environment.
Excellent written and verbal communication skills to articulate complex ideas clearly and concisely.
Team player capable of effective collaboration across highly matrixed organization focused on attention to detail and adaptability.
Self-starter with a “roll up your sleeves” mindset and desire to add value.
about the company
Accolade is a Personalized Healthcare company that puts humanity back in healthcare for your employees by building relationships that connect them and their families to the right care at the right time. We deliver care that is personalized, guided by intelligent technology and data insights, and value based, to deliver improved clinical outcomes and lower costs.
"Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees."
your area of responsibility
Work with WFM Team throughout the organization to identify opportunities for leveraging company data to drive business solutions
Monitor real-time demand and key performance metrics (i.e. ASA, Abandons, AHT) and identify necessary skilling and staffing changes
Define consistent data-driven metrics and goals to measure the overall utilization and productivity of the staffing and compliance operations.
Proactively identify and communicate points of exposure
Adapts intraday forecast derived from understood business drivers to determine required staffing levels by projected call volumes, call durations, and required staffing levels using current trends and historical data.
Follow protocol to deploy resources according to plan, manage service levels, and apply un-planned Front Line Care Team coverage as necessary in accordance with business priorities
Monitor AHA activity and occupancy to proactively optimize staff productivity in and out of queue
Minimize the general over- and under-serving of accounts
Minimize fire drills to recover service levels
Communicate verbally and in writing with AHAs, management, and other departments as necessary to coordinate workforce deployment and schedules
Update all weekly Front Line Care Team schedule exceptions (i.e. OOO, meetings, projects, transfers, etc.) and support ad-hoc schedule requests
Fun, transparent and informal working culture
Interesting and challenging projects
Great work-life balance
Work in an international environment and opportunities to grow
Regular company events
Participation in various conferences and continuous learning
Competitive salary and benefit package
Support during your relocation process