Real Time Administrator, Workforce Management

A day in the life…

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Monitor real-time demand and key performance metrics (i.e. ASA, Abandons, AHT) and proactively identify and communicate points of exposure

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Follow protocol to deploy resources according to plan, manage service levels, and apply un-planned AHA coverage as necessary in accordance with business priorities

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Monitor AHA activity and occupancy to proactively optimize staff productivity in and out of queue

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Minimize the general over- and under-serving of accounts

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Minimize fire-drills to recover service levels

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Communicate verbally and in writing with AHAs, management, and other departments as necessary to coordinate workforce deployment and schedules

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Update all weekly AHA schedule exceptions (i.e. OOO, meetings, projects, transfers, etc.) and support ad-hoc schedule requests

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Escalate systems-related issues, as appropriate

What we are looking for…

• Available to work the following schedule: Monday - Friday, 7:30am - 4:00pm EST

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2-3 years minimum related experience preferred or equivalent combination of education and experience.

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Knowledge of telephony and WFM systems preferred, but not required.

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Strong knowledge of Microsoft Excel preferred; basic knowledge of Microsoft office applications (Outlook, Word) required.

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Time management and task prioritization; ability to work in a fast-paced environment with changing priorities.

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Detail-oriented, inquisitive, enjoys problem-solving.

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Proven ability to ‘roll up your sleeves’ and make a contribution quickly.

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Operates from a perspective of truly caring about and creating value for our clients (internal and external).

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Team player capable of working effectively and collaborating with people from a diversity of backgrounds and/or opinions.

As a remote position, the hourly range for this role is:

$19.45 - $22.00 USD

Who we are

Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.

We are looking for teammates to join us in building our company, culture, and Member experience who:

• Put people first, and make decisions with the Member’s best interests in mind

• Are active learners, constantly looking to improve and grow

• Are driven by our mission to measurably improve health and care each day

• Bring the energy needed to transform health and care, and move and adapt rapidly

• Are laser focused on delivering results for Members, and proactively problem solving to get there

Total Rewards

Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity.

Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.

Our benefits and perks programs include, but are not limited to:

• Competitive medical, dental, and vision coverage

• Competitive 401(k) Plan with a generous company match

• Flexible Time Off/Paid Time Off, 12 paid holidays

• Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance

• Mental Health and Wellness benefits

Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!

Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.