At Vision Innovation Partners, we exist to protect and restore vision. Because Vision is our Mission, everyone at VIP focuses on providing great patient outcomes and experiences. A career at VIP provides opportunities for growth and development, and a culture centered on our Shared Values – PATIENTS. 

We are seeking an Workforce Management Analyst to join our team. As the Workforce Management Analyst you will be responsible for analyzing staffing needs, forecasting workloads, developing schedules, and ensuring optimal use of human resources to meet service level goals. This role involves deep data analysis, forecasting, real-time monitoring, and providing actionable insights to improve operational efficiency and employee productivity. 

Position is fully REMOTE. Applicants must reside in one of the following states to be considered and eligible for hire:  PA, MD, VA, DC, FL, GA.

What You Will Do:

• Provide continuous Call Center operational analysis, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators
• Work with the Director of Contact Center Operations and senior management to accurately forecast call volumes, analyze historical call volume; project budgetary expenses, determine future costing and assist with training scheduling and new hires
• Project staffing requirements to meet service levels by forecasting both short- and long-term call volume expectations and required staffing
• Defines problems/issues; proposes and discusses solutions with the Contact Center leadership team
• Analyzes contact center trends, including call volume, average handle time, call patterns, staff productivity, attrition rates, and resource allocation
• Has a deep understanding of Erlang - C calculations, WFM applications and tools

What You Will Bring:

• Experience with Ring Central and NiCE CXone Contact Center Cloud Solutions WFM applications and reporting
• Minimum three (3) years of call center/Health Plan experience; preferably in the vision healthcare industry
• Balance multiple priorities with little or no direction
• Comfortable working with vendors 
• Monitor real-time contact center data/dashboards in order to allocate resources as needed to ensure established Key Performance Indicators; KPI's, are met on a daily basis

$49,000-$58,000 Annually 

Pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, such as, but not limited to full range of medical, financial, and/or other benefits (including 401(k) eligibility, annual educational reimbursement, and various paid time off benefits, such as PTO). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

What we offer:

• Competitive compensation package
• Excellent comprehensive benefits
• 401(K)
• Significant eye care discounts
• Continuing education allowances
• Career growth and development
• PTO and holidays off

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.