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Full-Time

Call Center WFM Real-Time Specialist

Posted on 6/24/2024

SmithRx

SmithRx

201-500 employees

Pharmacy benefits platform reducing drug costs

Data & Analytics

Senior

Plano, TX, USA

Category
Customer Support
Customer Success & Support
Required Skills
Management
Excel/Numbers/Sheets
Requirements
  • HS Diploma, GED or equivalent
  • 3+ yrs working in a call center environment
  • 2+ years of experience working in a call center RTA role and managing workforce management software
  • Proficiency in Mac, and Google Suite, and workforce management software
  • Moderate to Expert skill set in Microsoft Excel
  • Expert skill in understanding call center metrics
  • Ability of being proactive rather than reactive relating to queue and staffing management
  • Able to demonstrate logical reasoning and the ability to communicate complex information
  • Passion for data and logistics
  • Must be able to commute to Plano, TX
Responsibilities
  • Maintain and manage optimum utilization of call center workforce management software
  • Schedule routine and adhoc activities within agent schedules
  • Maintain schedule swaps and change requests
  • Monitor numerous real-time metrics such as 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
  • Utilize workforce to optimize queue management and wait times
  • Prepares reports to determine call volume, calling patterns, service trends, and staff productivity
  • Track and manage system issues and assess the impact of the operation, partnering with IT and other stakeholders
  • Build and maintain internal Interactive Voice Response (IVR) flows
  • Analyze contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities
  • Utilize the analysis results to forecast contact center workload and build resourcing and scheduling plans to meet business objectives

SmithRx is revolutionizing pharmacy benefits with its Drug Acquisition Platform (DAP), leveraging innovative sourcing pathways and agile 21st-century technology to drive down drug costs for self-insured employers. The DAP operates independently from insurance companies and pharmacies, ensuring 100% alignment with customers and reducing the complexity and cost of pharmacy benefits for America's employers and patients.

Company Stage

Series C

Total Funding

$98.7M

Headquarters

San Francisco, California

Founded

2016

Growth & Insights
Headcount

6 month growth

10%

1 year growth

59%

2 year growth

287%
INACTIVE