Workforce Management Analyst
Location:
Scottsdale , Arizona
Posted:
January 27, 2017
Reference:
16009752-en-us

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Specialty Health, our products and services span the full continuum of specialty patient care. From the initial phases of a product life cycle and the distribution of specialty drugs, to fully integrated healthcare technology systems, practice management support, and ultimately to patient care in the communities where they live, we empower the community patient care delivery system by helping community practices advance the science, technology and quality of care.


We have a vision —that the long-term vibrancy of community care will be achieved through the leadership of physicians committed to clinical excellence and innovation, enabled by close collaboration with our organization and our deep clinical, operational and technological expertise. Every single McKesson employee contributes to our mission—by joining McKesson Specialty Health you act as a catalyst in a chain of events that helps millions of people all over the globe. You’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.


Join our team of leaders to begin a rewarding career.



Current Need


Position Description
- Monitors agent adherence to schedules (RTA), breaks and exceptions, providing reports
  and making recommendations to Call Center Management personnel.
- Produce call center forecasts and schedules to maximize resources while meeting 
  contractual obligations
- Supports daily, weekly, and monthly standard reporting for the WFM and Operations teams.
- Maintain Call Center Management software (eWFM, IEX, Blue Pumpkin) used in scheduling,
  forecasting, call routing and reporting.
- Special projects as determined by WFM Manager
 
This is workforce management role responsible for daily real-time management and the timely completion forecasts, schedules, and the WFM system upkeep and maintenance.  In this role you will be expected to be familiar with Contact Center WFM concepts and have some general experience with real-time management, scheduling, forecasting, and reporting. As a member of the team you will be expected to manage a portfolio of existing business, and to continue to develop skills related to Contact Center Workforce Management.


Qualifications

Minimum Requirements
1+ years experience in data analysis
1+ years experience with Workforce Management in a contact center
 
Critical Skills
-  Minimum 6 months experience with agent scheduling for inbound, outbound, and back-office
-  Minimum 6 months experience in generating and using intra-day forecasts as well as 
    reporting forecasted data.
 
Additional Knowledge & Skills
-  Microsoft Office (Access, Excel, Word, Outlook, and PowerPoint)
-  Workforce Management systems such as IEX, Aspect, and Blue Pumpkin
-  Long term forecasting (12+ months)
-  Verbal and written communication
-  Leading meetings and speaking in front of groups of peers and business partners
 
Education
2-year degree in business or related field or equivalent experience
 
Physical Requirements
General Office Demands


Benefits & Company Statement
McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.

We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

Agency Statement
No agencies please.

A little about us:
McKesson is in business for better health.

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