Workforce Real-Time Analyst

Who We Are:

SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

• Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.

• Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.

• Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.

Job Summary:

As a Workforce Real-Time Analyst, you will be responsible for managing daily scheduling of call center agent offline functions (breaks, lunches, meetings, etc), schedule adherence, attendance tracking, omni-channel utilization, and generating intraday performance reports. The role is crucial in the success of ensuring the call center is performing at maximum efficiency.

The ideal internal candidate has a consistent history of high performance on SmithRx internal teams. They have a positive attitude and are hungry to take on complex and fast-paced challenges.

Schedule:
This is a hybrid role. It will be 4 - 10 hour shifts on Mon, Tue, Fri, Sat as the required days.

What you will do:

• Maintain and manage optimum utilization of call center workforce management software

• Modify scheduled and adhoc activities within agent schedules, such as training, coaching, meetings, projects, etc.

• Monitor numerous real time metrics such as: service level, occupancy, adherence, attendance, productivity/utilization, etc

• Monitor performance indicators at a half hour interval level such as: channel volume, average handle times, wait times, service level, availability, etc.

• Prepare reports to assess and communicate call volume, calling patterns, service trends, and staff productivity.

• Track and manage system issues related to telephony/CCaaS and assess impact of the operation, partnering with IT and other stakeholders

• As this role supports the full hours of the contact center, this role will frequently work autonomously outside of leadership hours

• May assist or facilitate changes to internal Interactive Voice Response (IVR) flows

• Assist with other Workforce functions as opportunities arise

What you will bring to this role:

• 2+ years working in a call center environment required, including at least 1+ years experience in WFM

• Proficiency in Mac or Windows, and Google Suite is required

• Beginner skill set in Microsoft Excel required

• Successful in a fast-pace environment and toggling rapidly (multi-tasking)

• Passion for data and logistics

What SmithRx Offers You:

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life and AD&D Insurance

• 3 Weeks Paid Time Off

• Paid Company Holidays

• Paid Parental Leave Benefits

• Flexible Spending Benefits

• 401(k) Retirement Savings Program

• Short-Term and Long-Term Disability

• Wellness Benefits

• Commuter Benefits

• Employee Assistance Program (EAP)

• Well-stocked Kitchen In Office Locations

• Professional Development and Training Opportunities