Job Description
200 Ballardvale St, Wilmington, Massachusetts, 01887, USA
Description
Ametros is changing the way individuals navigate healthcare by providing them with the tools and support necessary to make educated decisions on how to spend their medical funds. Ametros's team works closely with patients, insurers, employers, attorneys, brokers, medical providers, and Medicare to create a seamless experience for our clients. Our flagship product is revolutionizing the way funds from insurance claim settlements are administered after settlement. Ametros continues to innovate, bringing new solutions to the market with the goal of simplifying healthcare for our clients. We make managing medical funds safe, effortless, and cost effective for everyone.
Intraday Specialists are responsible for monitoring current day volume trends and making changes to agent schedules/skilling accordingly. Analyze and optimize workforce operations in real-time to ensure that Average Speed of Answer (ASA) and operational efficiency targets are met. Work closely with Call Center Management to provide updates/feedback & enact strategic plans quickly and effectively. Looking for a candidate that is good with time management, self-motivated, capable of service minded judgement, and critical thinking. Continuously monitor real-time workforce performance tools for call volumes, wait times, service levels and agent productivity.
- Identity and address emerging trends in workflow to improve business efficiencies.
- Make real-time adjustments to staffing, including reallocating resources across different tasks or skilling as needed.
- In the event of a service issue, prepare and present post-event analysis and recommendations to improve future workforce planning.
- Proactively identify and address potential operational issues before they impact service delivery.
- Develop and execute contingency plans to handle unexpected changes in demand or staffing availability.
- Collaborate with cross-functional teams to implement process improvements and best practices.
- Implement and communicate schedule changes/updates to the team.
- Coordinate with Call Center leadership to manage unexpected absences, breaks, and schedule adherence.
- Provide real-time updates and reports to the Management Team to assist with agent oversight and potential red flags.
- Communicate critical information regarding performance metrics and issues affecting service delivery.
- Assist with projects as requested by the business.
Requirements:
- Proven experience as a workforce analyst or in a similar role.
- 2+ years customer service or contact center experience.
- Advanced skills in data analysis and reporting, including proficiency in Excel or other data visualization tools.
- Ability to accurately input data and create necessary reports and correspondence.
- Proficiency in workforce management software and tools (e.g., Five9, Amazon Connect, Genesys, NICE inContact, Verint, Aspect).
- Strong problem-solving and decision-making skills.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced and dynamic environment, adapting quickly to changes.
The estimated salary range for this position is $65,000USD to $75,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
#LI-BB1
In addition to our benefits package, employees have the opportunity to get involved with engagement, diversity, and philanthropic initiatives from their first day working with us to help us achieve our goal of Limitless Inclusion for All. As Ametros Citizens, we work together to foster an environment of limitless inclusion and belonging that encourages, supports, and celebrates the diverse voices and backgrounds of our people, while energizing the passion and innovations to revolutionize our industry.
Ametros is an Equal Opportunity Employer
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Description
Ametros is changing the way individuals navigate healthcare by providing them with the tools and support necessary to make educated decisions on how to spend their medical funds. Ametros's team works closely with patients, insurers, employers, attorneys, brokers, medical providers, and Medicare to create a seamless experience for our clients. Our flagship product is revolutionizing the way funds from insurance claim settlements are administered after settlement. Ametros continues to innovate, bringing new solutions to the market with the goal of simplifying healthcare for our clients. We make managing medical funds safe, effortless, and cost effective for everyone.
Intraday Specialists are responsible for monitoring current day volume trends and making changes to agent schedules/skilling accordingly. Analyze and optimize workforce operations in real-time to ensure that Average Speed of Answer (ASA) and operational efficiency targets are met. Work closely with Call Center Management to provide updates/feedback & enact strategic plans quickly and effectively. Looking for a candidate that is good with time management, self-motivated, capable of service minded judgement, and critical thinking. Continuously monitor real-time workforce performance tools for call volumes, wait times, service levels and agent productivity.
- Identity and address emerging trends in workflow to improve business efficiencies.
- Make real-time adjustments to staffing, including reallocating resources across different tasks or skilling as needed.
- In the event of a service issue, prepare and present post-event analysis and recommendations to improve future workforce planning.
- Proactively identify and address potential operational issues before they impact service delivery.
- Develop and execute contingency plans to handle unexpected changes in demand or staffing availability.
- Collaborate with cross-functional teams to implement process improvements and best practices.
- Implement and communicate schedule changes/updates to the team.
- Coordinate with Call Center leadership to manage unexpected absences, breaks, and schedule adherence.
- Provide real-time updates and reports to the Management Team to assist with agent oversight and potential red flags.
- Communicate critical information regarding performance metrics and issues affecting service delivery.
- Assist with projects as requested by the business.
Requirements:
- Proven experience as a workforce analyst or in a similar role.
- 2+ years customer service or contact center experience.
- Advanced skills in data analysis and reporting, including proficiency in Excel or other data visualization tools.
- Ability to accurately input data and create necessary reports and correspondence.
- Proficiency in workforce management software and tools (e.g., Five9, Amazon Connect, Genesys, NICE inContact, Verint, Aspect).
- Strong problem-solving and decision-making skills.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced and dynamic environment, adapting quickly to changes.
The estimated salary range for this position is $65,000USD to $75,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
#LI-BB1
In addition to our benefits package, employees have the opportunity to get involved with engagement, diversity, and philanthropic initiatives from their first day working with us to help us achieve our goal of Limitless Inclusion for All. As Ametros Citizens, we work together to foster an environment of limitless inclusion and belonging that encourages, supports, and celebrates the diverse voices and backgrounds of our people, while energizing the passion and innovations to revolutionize our industry.
Ametros is an Equal Opportunity Employer