WFM Intraday Analyst

Description

Apria Healthcare is one of the nation's leading providers of home respiratory services and certain medical equipment, including oxygen therapy, inhalation therapies, sleep apnea treatment and negative pressure wound therapy. Headquartered in Lake Forest, California, Apria owns and operates more than 400 locations throughout the United States and serves more than 1.2 million patients each year. Apria was the first such company to obtain voluntary accreditation from The Joint Commission and has been continuously accredited for more than 25 years. Additional company information can be found at www.apria.com .

This position is responsible for managing assigned intraday WFM processes in support of Apria's Customer Care Center operations. A WFM Intraday Analyst will adjust staffing to achieve the business service level objectives to maximize efficiency and occupancy and monitor work queues to compare actual to plans. When actuals do not meet plans, the WFM Intraday Analyst will take timely action based on pre-arranged agreements.

• Attend weekly/daily meetings with intraday and operations teams to review previous and current weeks actual-to-forecast performance and staffing and forecast expectations for remainder of the week and following week.
• Maintain employee information databases.
• Generate and maintain schedules at MU level.
• Manage approval and denial of discretionary activities; such as vacations, trainings, meetings.
• Work with operations teams to manage intraday staffing levels.
• Administration of intraday schedule changes.
• Assist with development and updates to triggers and levers documents to use in response to actual staffing and forecasts not being aligned with plans.
• Monitor real time adherence and take actions based on the triggers and levers document
• Monitor real time ACD reports and take action based on the triggers and levers documents
• Performs other related duties as directed by supervisor.

Qualifications

• At least two (2) years related experience in workforce management.
• Experience with NICE WFM environment is desirable.
• Must be self motivated and able to work with minimal supervision.
• Must be detailed oriented and organized.
• Must be able to stay focused on monitoring queues
• High customer service skills in support of frontline and management staff
• Ability to interact with operations leadership to analyze data and provide recommendations in a virtual environment
• Intermediate knowledge of MS Excel, familiarity with MS Access.
• Ability to travel as necessary.

Physical Demands:
The physical demands described here are representative of those that must be considered by an teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Requires constant sitting with occasional standing and walking.
• Requires the use of hands to write, use computers, and manipulate papers is constantly required.
• Constant talking and hearing.
• Specific vision abilities required include close vision, peripheral vision, and the ability to adjust focus.
• Must occasionally lift and/or move up to 10 pounds.

Apria Healthcare is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law.
Because Apria believes in providing a safe work environment, we conduct drug and background checks in our recruiting/hiring processes. AA/EOE, M/F/D/V