We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

This position is responsible for providing direct Workforce Management support. It focuses on staffing levels and applies workforce management techniques and concepts to improve productivity outcomes. Techniques include real time adherence (RTA), routine performance snapshots, communications, attendance tracking and processing customer requests.

Education & Experience

Required:

• Must be a U.S. Citizen
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• High School Diploma or G.E.D.
• 1+ years call center experience
• Working knowledge of call center operations and workforce management concepts/methodology
• Intermediate skill in Microsoft Excel
• Knowledge of metrics reporting
• Experience writing instructional or procedural communications or documents

Preferred:

• Bachelor's degree in informatics, business administration or related field
• 2+ years in customer service in a call center environment
• Experience with data analysis, performance metrics, problem identification, and data reporting
• Experience with scheduling software, workforce management software, or equivalent
• Experience with telephony systems

Key Responsibilities

• Utilizes performance metrics to track actual performance against standards.
• Compiles data, organizes into meaningful format, and analyzes performance levels.
• Identifies operational issues and trends, performs data reconciliation, and develops data reports.
• Maintains routine performance snapshots and inventory status.
• Uses business contingency plans to address performance.
• Develops new ways to measure outcomes, performs data compilation and analysis to document business process outcomes.
• Uses on-going data collection and analysis to ensure attainable and reasonable standards are managed successfully.
• Compiles, assesses, and communicates departmental, unit, and individual performance measurements.
• Develops monthly audit reports to track changes.
• Assesses performance standards to ensure compliance with TriWest standards and government requirements.
• Participates in the assessment of new technology to enhance operational outcomes.
• Assists with the development and maintenance of new databases to track performance measures, costs, and operational data.

• Takes active steps to ensure data and process integrity.
• Collaborates with team on operational trending, data analysis, and reporting functions.
• Partners with other TriWest departments to identify, address, and resolve process issues to ensure high quality service levels throughout TriWest. Seeks advice and escalates issues or problems as warranted.
• Works closely with leadership teams to achieve goals and performance standards.
• Performs all other duties assigned.
• Regular and reliable attendance is required.

Competencies

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.

Information Management: Ability to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions.

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail oriented.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.

Technical Skills: Knowledge of workforce management concepts and methodology, statistical data analysis and statistical quality control; performance metrics, continuous process improvement; writing skills, including structure and grammar; research skills; expertise in report development, data presentation, and writing formal recommendations; collaboration and project management skills; ability to maintain confidentiality with proprietary issues. Proficient with records maintenance and call center software; proficient with Microsoft Word, Excel, PowerPoint, and Project.

Working Conditions

Working Conditions:

• Ability to cover any work shift
• Ability to work overtime, if needed
• Onsite: Works within a standard office environment
• Remote: Private and secure workspace and workstation with high-speed internet is required.
• Extensive computer work with prolonged sitting, wearing of headset, typing, speaking on a phone