Workforce Administrator

The Workforce Administrator is responsible for the monitoring, reporting and analysis of Prime incoming volume patterns through a workforce management and planning system application.  This role is responsible for generating accurate forecasting, intraday production monitoring, and workforce planning statistics.

Responsibilities

• Monitors and measures site volumes and performance of site Operations to assure the highest effort of productivity
• Utilizing software, researches and analyzes historic records of volume, workload and performance to identify trends and patterns resulting in accurate planning and forecasting
• Prepares and maintains site Operations reporting, including individual, team, department, site and enterprise statistics
• Maintains accurate quantitative and qualitative records of multi-channel performance and client service levels (performance guarantees)
• Monitors real-time volume patterns to determine appropriate staffing adjustments and recommendations toward meeting measurable service objectives; assists in the manpower planning process, specifically staffing (permanent headcount) and scheduling (situational headcount)
• Other duties as assigned

Minimum Qualifications

• High School Diploma from an accredited school or equivalent GED
• 6 months workforce management experience in a contact center or back office environment, including experience with Workforce Planning Software (IEX, VERINT, NICE)
• 6 months analytical experience with forecasting, planning, identifying trends and/or making recommendations in a production and/or customer support environment
• 2 years of work experience in a contact center
• Must be eligible to work in the United States without need for work visa or residency sponsorship

Preferred Qualifications

• Associate’s or Bachelor’s Degree in Business, IT or related area of study
• Proficiency with Microsoft Word and Excel
• Strong problem solving, communication and interpersonal skills
• Experience resolving escalated issues

Minimum Physical Job Requirements

• Ability to work overtime, as required
• Ability to work weekends, as required
• Constantly required to sit, use hands to handle or feel, talk and hear
• Frequently required to reach with hands and arms
• Occasionally required to stand, walk and stoop, kneel, and crouch
• Occasionally required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus

Reporting Structure

• Reports to a Manager or Director in Workforce Planning

Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage qualified minority, female, veteran, disabled, and other diverse candidates to apply and be considered for open positions.