Operations Analyst (scheduling)

Advance your career with the company that created the world?s most advanced pharmacyR.Medco is a leading healthcare company serving more than 60 million people. We?re looking for individuals who are ready to challenge conventional wisdom in the spirit of positively impacting people?s lives. Join the company that Fortune magazine ranked No. 1 in ?Most Admired Companies? in the pharmacy category and No. 5 globally in Innovation. Then, use your intelligence, creativity, integrity, and hard work to help us enhance our products and services. We offer a highly competitive base salary and an outstanding benefits program, including medical, prescription drug, dental, vision, 401(k) with Company match, life insurance, paid time off, tuition assistance, and an employee stock purchase plan.Position SummaryThe Operations Analyst will be responsible for analyzing various data, creating scenarios, highlighting opportunities, and providing recommendations to resolve problems or increase performance; while leveraging various tools within the call center (Symposium, Genesys, Aspect Director, IEX WFM, etc).This position will also be responsible for building relationships, problem solving and communicating the results in partnership with the pharmacies and the call centers to ensure success.Key Challenges/Job ComplexityThe candidate must be able to handle multiple tasks and deadlines simultaneously; data mining various data elements and validating for consistency, accuracy and conflicts. This role also requires the ability to interact with various levels of the leadership team. Directives may be received from multiple individuals, which require the ability to ask questions, escalate or include other team members when appropriate.Primary Responsibilities/ Expected Contributions-Analyze call performance and staffing statistics to make recommendations for improved service, cost metrics and scheduling recommendations.-Collect requirements for new project needs from key stakeholders within the project, documenting and taking action as necessary.-Assist Call Center and Pharmacy staff to understand call center metrics and performance through various communication methods; including but not limited to breeze sessions, conference calls and training sessions.-Ability to analyze and coordinate new client implementations by coordinating routing options, agent group availability, scheduling options to support the client performance requirements-Recommend and conduct shift bids or alignments to ensure staff is scheduled with the volume patterns.-Maintain Call Center Operations tools and dB?s to support reporting and analysis of performance ?future, present and past.-Assist with staff planning preparation and delivery.-Coordinate activities with Call Center Customer Service Operations team to ensure calls shared with Pharmacies and call centers meet performance and staffing requirements-Lead staff planning call with various partners, to ensure the plan is accurate and inclusive of all necessary components (idle, schedule overhead, etc)-Ensures audit, compliance and legislative requirements are adhered to and appropriate systems and controls are implemented as needed.-Performs other special projects, related duties and responsibilities as assigned.

Requirements:
This position will become Work at Home, and the ideal candidate will be located within commuting distance of a Medco Call Center in the following areas:Tampa, FLLas Vegas, NVDublin, OHDallas/Ft, TXSkills & CompetenciesEducation-Associates Degree or equivalent years of experience.Experience-Minimum of two years experience in Workforce Management.-Minimum of one year experience with Aspect, Symposium or AVAYA ACD.-Minimum of one year of experience with IEX Total view.Skills-Strong knowledge of call center environment.-Advanced experience with Microsoft Office Suite (Access, Excel, PowerPoint, Word).-Strong verbal and written communication abilities;