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Microsoft Excel
Microsoft Office
Analytical Skills
Responsibilities:
- Lead and develop a team of WFM Analysts, providing coaching, performance management, and professional development.
- Oversee schedule production, real-time monitoring, and intraday management across Contact Center and Back Office.
Qualifications:
- 5+ years of progressive experience in workforce management, scheduling, or real-time analysis.
- 2+ years of experience directly managing a team of WFM analysts or schedulers.
Success:
- Schedules consistently meet coverage, SLA, and TAT commitments, with intraday variances caught early.
- The team operates with consistent methodology and tools, and operational leaders see WFM Scheduling as a reliable partner.
Healthedge
HealthEdge offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge, and we're investing in the people who power that growth.