Workforce Systems & Reporting Analyst (Remote NC)

LOCATION: Remote - this is a home based, virtual position. The person in this position must reside in North Carolina or within 40 miles of the NC border.

GENERAL STATEMENT OF JOB

The Workforce Systems & Reporting Analyst assists in performing workforce management reporting, analysis, and collaborates with other Vaya teams to deliver performance reporting data. . This role monitors service level performance and generates performance reports for leadership staff. The analyst troubleshoots any performance issues to identify root cause and propose mitigation strategies to leadership. The analyst is responsible for delivery of weekly, monthly, quarterly, and yearly reports to NCDHHS and accrediting bodies.

ESSENTIAL JOB FUNCTIONS

Primary Responsibilities:

• Report and analyze call center performance and productivity to ensure call metrics are maintained, and identify opportunities for improvements for each service line.
• Maintain daily, weekly, and monthly reporting on all call center activities.
• Analyze and report on key metrics to gauge trends, identify root cause for issues and forecast performance.
• Collaborate with leadership and direct supervisors to create reports and data analysis needed for review and supervision of individual staff monthly as well as ad hoc.
• Collaborate with business units to identify and understand strategic goals and promote an environment conducive to creativity, change, and information exchange.
• Maintain a working knowledge of all current call and mailing initiatives and analyze effectiveness of changes and impact.
• Develop and maintain daily, weekly, and monthly analysis of mailing activities and trends to report to leadership.
• Weekly and monthly submission of Departmental reports on all mailing activities.
• Collaboration with leadership and mailing vendor for ongoing monitoring of timelines to meet Service Line Agreements.
• Collaborate with other Vaya business units to establish and maintain comprehensive mailing records and develop processes to ensure accurate mailing and reporting.
• Development of ad hoc reports as needed for call center metrics, call type trends, and mailing activities and report to leadership and other business units as needed.

Other duties as assigned.

KNOWLEDGE, SKILLS, & ABILITIES

• Knowledge in Microsoft Excel creating formulas, pivot tables, using macros, creating graphs, and producing reports with large volume of data
• Ability to gather business requirements, create, execute, and control tools to improve the overall operational efficiency of a business
• Experience using analytical and problem-solving skills; interpreting and summarizing complex data as it relates to call center operation and technologies
• Experience presenting reports, forecasts, trends and recommendations to the team and senior management in a clear, concise, and actionable manner
• Ability to work effectively and meet deadlines in a rapidly changing environment, while handling multiple projects at a time whether individually or working with a team
• Knowledge of Inbound and Outbound call center operations, including call routing and call center software.
• Exceptional interpersonal, organizational, leadership, and decision-making skills.
• Career-oriented with a positive, energetic attitude strong analytical, organizational and communication skills.

EDUCATION & EXPERIENCE REQUIREMENTS

• A High School Diploma and 6 years of related experience of which 3-5 of those years were spent working in a call center environment

OR

• An Associate Degree and 3-5 years of related experience

OR

Preferred work experience:

PHYSICAL REQUIREMENTS

• Close visual acuity to perform activities such as preparation and analysis of documents; viewing a computer terminal; and extensive reading.
• Physical activity in this position includes crouching, reaching, walking, talking, hearing and repetitive motion of hands, wrists, and fingers.
• Sedentary work with lifting requirements up to 10 pounds, sitting for extended periods of time.
• Mental concentration is required in all aspects of work.

RESIDENCY REQUIREMENT: The person in this position is required to reside in North Carolina or within 40 miles of the North Carolina border.

SALARY: Depending on qualifications & experience of candidate. This position is exempt and is not eligible for overtime compensation.

DEADLINE FOR APPLICATION: Open Until Filled

APPLY: Vaya Health accepts online applications in our Career Center, please visit https://www.vayahealth.com/about/careers/.

Vaya Health is an equal opportunity employer.