Starting pay range: $40,000 - $51,000

States we employ in: AL, AZ, CO, FL, GA, IL, IN, KY, MO, NC, OH, SC, TN, TX, VA, WI, WV. In order for your candidacy to be considered, you must have established residency in one of these states or being willing to relocate. If you live within 50 miles of either the Melbourne, FL or Colorado Springs, CO office, you would be expected to work onsite 2-3 days per week.

The Mission

At Christian Care Ministry we believe that Christians can, and should, share in one another's burdens. Through the use of Medi-Share®, a healthcare sharing ministry for Christians, we cultivate that belief.

The Team

Everyone at Christian Care Ministry is in agreement with our Statement of Faith, which outlines our core beliefs. Although we aren't perfect people, we are serving our perfect God to the best of our ability.

The Job

The Workforce Management Real-Time Analyst is responsible for tactical planning and schedule adjustments, intra-day management, and historical trend analysis to ensure the call center achieves service levels and key performance indicators on a daily and interval basis. Key responsibilities include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver excellent customer experiences while controlling expenses. Areas of focus include, but are not limited to: scheduling, daily staffing requirements, forecasting procedures, service level, outliers, handle times, shrinkage, occupancy, and other call center metrics. Daily and ad-hoc report generation, intra-departmental communication and relationship building are other key aspects of this role.

Essential Job Duties & Responsibilities

• Tactical schedule management to maximize staffing resources and achieve service level objectives within Omni-channel platform (i.e. phone, chat, email) and limit staffing expenses
• Identify and proactively respond to intervals that require remediation tactics (e.g., adjusting schedules, canceling off phone activities, soliciting for extra hours, etc.)
• Monitor, record, and escalate real-time schedule adherence impacts including tardiness, absenteeism, and other schedule deviations as well as recognize and initiate escalation process for system outages and submit problem tickets to the help desk while working with Information Technology to initiate appropriate tactics to ensure service levels are maintained
• Intraday management and response plan implementation to ensure schedule adherence, respond to unplanned calls, staffing, and handle time variances
• Daily schedule and activity maintenance within WFM scheduling and ACD software tools
• Perform time-off management responsibilities within WFM software tools
• Provide trend analysis and feedback to the WFM Forecasting Analyst to improve contact handle time and shrinkage forecasts
• Assist with daily, weekly, monthly, and ad-hoc reporting for management team, business partners, and key stakeholders
• Provide back-up support for forecasting and scheduling processes
• Communicate daily with multiple lines of business to ensure active involvement in scheduling, tactical planning, and analysis activities
• Contribute to the exercise and expression of Christian Care Ministry's Christian beliefs
• All other duties as assigned

Essential Skills & Abilities

• Expert skill with Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Excellent ability to communicate effectively in written, oral, and digital formats that build engagement and interest
• Change management – taking a concept, recommending a solution, developing, communicating, and implementing a plan
• Ability to learn and implement new systems, procedures, and business processes quickly
• Flexibility – adaptable and flexible to work environment, including but not limited to: working the hours required to meet business needs, multi-tasking, and easily adapting to changes with minimal notice
• Strong analytical skills – ability to diagnose complex problems and issues with data not easily understood
• Strong computer skills – ability to access, research, use, and maximize data from cloud and software-based programs
• Data Collection & Analysis – provide effective and efficient collection and distribution of compensation data without the need for supervision

Core Competencies/Demonstrable Behaviors

• Manages ambiguity—Operates effectively, even when things are not certain or the way forward is not clear.
• Communicates effectively—Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Organizational savvy—Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.
• Situational adaptability—Adapting approach and demeanor in real time to match the shifting demands of different situations.
• Optimizes work processes—Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Education and/or Experience

• High School Diploma or GED required
• Bachelors' Degree preferred
• At least 3 years of Workforce Management or equivalent experience in a call/contact center environment, with knowledge of forecasting/scheduling software required

Supervisory Responsibilities

• This job has no supervisory responsibilities

Incentives & Benefits

We work hard to serve our Medi-Share Members, but know we can only do that if we invest in our employees professionally, financially, physically, socially, and spiritually. We purposefully invest in our employees so that our employees can invest in others.

In addition to base pay, employees are eligible to receive annual incentive pay based on individual and organizational performance.

Some of our benefits include, but are not limited to:

• Generous paid time off (PTO), paid holidays, and paid volunteer days
• 401(k)
• Healthcare
• Health Savings Account
• Dental/Vision plans
• Life & Disability plans
• Accident, Critical Illness, & Hospital plans
• Professional development
• Weekly chapel service and prayer times
• Onsite & Virtual fitness classes
• Employee Wellness Rewards & Programs
• Employee Assistance Programs