Workforce Management Capacity Anlyst

Your career starts now. We're looking for the next generation of health care leaders. At AmeriHealth Caritas, we're passionate about helping people get care, stay well and build healthy communities. As one of the nation's leaders in health care solutions, we offer our associates the opportunity to impact the lives of millions of people through our national footprint of products, services and award-winning programs. AmeriHealth Caritas is seeking talented, passionate individuals to join our team. Together we can build healthier communities. If you want to make a difference, we'd like to hear from you. Headquartered in Philadelphia, AmeriHealth Caritas is a mission-driven organization with more than 30 years of experience. We deliver comprehensive, outcomes-driven care to those who need it most. We offer integrated managed care products, pharmaceutical benefit management and specialty pharmacy services, behavioral health services, and other administrative services. Discover more about us at www.amerihealthcaritas.com.

• Provides capacity planning knowledge and tools to fulfill future needs of staff based on Marketing, Finance, Business Intelligence and other group inputs for volume growth, expansion of product line and other changes.
• Drives standardization in forecasting models across the organization and builds analytical tools that are scalable and flexible.
• Continually seeks education of applying contact center concepts in staff modeling such as Erlang or Queue based equations, regression, simulation etc.
• Strives for accomplishments that result in measurable improvements in business processes and the delivery of organizational goals.
• Conducts multi-layered "what-if" scenarios to assess volume, staffing, performance and cost impact to changes in the business
• Identify opportunities for increased efficiencies across Contact, Claims Center and Back Office Services and provide recommendations accordingly
• Works very closely with WFM Workforce Analysts to align weekly-level long-term Capacity Planning with short-term granular-level planning in order to maintain the needed linkage between the long-term and short-term planning processes and achieve successful execution of all plans
• Builds ad hoc reports & creating ad-hoc analysis on an as-needed basis.

• Bachelor's Degree in applied mathematics, business, management, science, economics, Finance, or similar degree, or equivalent work experience.
• Strong analytical skills, adept in data mining, data analysis and data presentation. Must be able to lift up data and produce meaningful output. Ability to take initiative, seeks out root cause, and explains business performance.
• Demonstrated ability to analyze data within limited time frames and recommend operational actions and/or alternatives based on analysis.
• Ability to work independently to prioritize and handle multiple projects and tasks to completion with limited direction.
• Ability to prioritize, organize and summarize data.
• Good organizational skills to meet deadlines in environment of constantly changing priorities.
• Excellent verbal and written communication skills.
• 3 to 5 years of capacity planning experience in a call center environment required; experience in a 500+ seat, multi-site, contact center and a 500+ seat claims center strongly preferred.

• Solid understanding of call routing strategies.
• Working knowledge of IVR, CTI, and ACD call center technology platforms, ACD systems and call routing.
• Strong quantitative skills; possesses advanced Excel skills.
• Verint or other various WFM Tools such as (Aspect or IEX) experience, or at least two years of experience in a contact center capacity using automated forecasting tools strongly preferred.
• Preferred experience in project management.
• Preferred experience with statistical process improvement methodologies, such as Six Sigma.