Workforce Management Analyst - Verint Administrator

Change Healthcare is a leading healthcare technology company with a mission to inspire a better healthcare system. We deliver innovative solutions to patients, hospitals, and insurance companies to improve clinical decision making, simplify financial processes, and enable better patient experiences to improve lives and support healthier communities.

Workforce Management Analyst - Verint Administrator

Overview of Position
Workforce Management Analyst should be focused on improving productivity, reducing labor costs, and improving customer service. Workforce Management Analyst should encompass all aspects of managing the complete workforce life- cycle and supports the business with key insights into how its workforce is performing. The emphasis is not simply on improving operational efficiency or on managing the workforce effectively but tying actions to the customer experience. The role of workforce optimization is to tie together tasks and management between the four main stakeholders of Finance, HR, Operations, and IT. The Workforce Management Analyst role is a critical component to the success of the organization.

What will be my duties and responsibilities in this job?

• Acts as a divisional Subject Matter Expert in Workforce Management applications and assists in training where applicable.

• Emphasis on Speech Analytics module

• Workforce Analyst will act as co-SME on Speech Analytics module, providing insight, opportunities, and reporting

• Provide contact forecasting and staffing requirements for long term, shorttermand interval levels for multiple departments.

• Continually improves forecasting and scheduling predications across all contact channels.

• Develops/maintains special forecasts to assist in creating project staffing plans and ongoing plans.

• Maintain historical contact data within WFM system.

• Maintain scorecards within Verint

• Provide various call data analyses, reviewresults,and identify trends to provide staff recommendations.

• Ensure data integrity within WFM system.

• Assist WFM Director with system and process projects as needed.

• Work tickets assigned to the WFM team and troubleshoot issues for internal customers/users of the application.

• Working knowledge of all areas of WFM in order to assist/backup WFM Team members when necessary.

• Maintain and document Workforce Management Standard Operating Procedures.

What are the requirements needed for this position?

• High school diploma or GED required. Bachelor's Degree preferred

• 2+ Years working directly with Verint WFM application strongly preferred. Working knowledge of the Speech Analytics module strongly preferred

• 2+ years of forecasting contact volume, AHT and shrinkage required.

• 2+ years of experience with long range staffing/capacity planning required.

• 3-5 years working in a contact center environment (@ minimum 100+ seat contact center) preferred.

• 2-3 years of Call Center Workforce Management experience required.

• 2-3 years of Data Analysis experience capturing, storing, and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc.) preferred.

• 2-3 years of Excel experience with intermediate knowledge of formula definitions preferred.

• Must have strong mathematical and statistical skill set to maintain accurate data reporting and analysis.

• Intermediate knowledge of PowerPoint

What other skills/experience would be helpful to have?

• Verint strongly preferred

• Intermediate knowledge of ACD/Call Routing preferred

• Problem Solving, Analytical and Conceptual thinking - using logic and reason, creative and strategic.

• Strong organizational skills and high attention to detail to meet deadlines in an environment of constantly changing priorities.

• Excellent Communication skills - interpersonal, presentation and written.

• Flexibility and adaptability to changing priorities.

• Resource Management - understanding of staffing requirements and capacity planning preferred.

• Project Management - Strong initiative, Influencing and negotiation skills preferred.

How much should I expect to travel?

• 0 - 10%

• Employees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement.

#li-remote

New York and New Jersey Residents Only: The salary range for New York City, NY and Westchester County, NY is $67,275 - $117,000. The salary range for Ithaca, NY is $58,500- $97,500. The salary range for Jersey City, NJ is $70,200 - $117,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Change Healthcare offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with Change Healthcare, you'll find a far-reaching choice of benefits and incentives.

Colorado Residents Only:

Diversity, Equity & Inclusion:
*At Change Healthcare, we include all. We celebrate diversity and inclusivity, respect each other and value our unique experiences. By being our authentic selves, we bring different perspectives into our work and relationships.
*Business Resource Groups (BRGs) play a central role in advancing diversity and inclusion at Change Healthcare. They deepen our understanding of different cultures, people, and experiences, and help foster an inclusive workplace. Change offers eight (8) BRGs. Learn more at

Feeling Inspired? Ready to #MakeAChange? Apply today!

COVID Vaccination Requirements

We remain committed to doing our part to ensure the health, safety and well-being of our team members and our communities. As such, some individuals may be required to disclose COVID-19 vaccination status prior to or during employment. Certain roles may require COVID-19 vaccination and/or testing as a condition of employment. Change Healthcare adheres to COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance.

Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to applyaccommodations@changehealthcare.comwith "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted.

Click here https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdfto view our pay transparency nondiscrimination policy.

California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood.

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.