Experienced Resource Planning Analyst – Clinical Projects and Customer Support Expertise for arenaflex

Introduction to arenaflex and the Industry

arenaflex is a leading private industry player dedicated to delivering exceptional healthcare services and support. As a dynamic and growth-oriented organization, we are committed to fostering a positive work environment that encourages collaboration, innovation, and professional development. The healthcare industry is rapidly evolving, and at arenaflex, we are at the forefront of this change, leveraging technology, data analytics, and workforce management to drive excellence in patient care and customer satisfaction.

Job Overview

We are seeking an experienced Resource Planning Analyst to join our team, responsible for upholding a range of asset planning capabilities for multiple clinical projects. This critical role will ensure proper staffing by division, drive workforce efficiency, and contribute to the achievement of service levels and performance objectives. As a key member of our team, you will have the opportunity to work with cutting-edge technology, including Avaya CMS, Five9, CAS disconnected lines, Verint WFM, and other cloud-based or predictive dialer systems.

Key Responsibilities

• Intraday and continuous monitoring of Avaya CMS, Five9, and CAS disconnected lines, Verint WFM, Viewpoint, Avaya Predictive Dialer, and CAS for volume, including inbound calls, outbound calls, faxes, and other disconnected capabilities, including non-production time (meetings, training sessions, etc.)
• Adjusting workflow/skills and staff/schedules to ensure service levels and performance objectives are met, including monitoring of representative adherence to plan
• Participating and presenting on Adhoc, daily, weekly, quarterly meetings with colleagues and teams on workflow/scheduling concerns/estimates and staffing changes
• Providing and maintaining reports/data in CMS, Verint WFM, and other relevant databases/assets
• Maintaining communication to emails in a professional and timely manner to address service levels and the concerns of the business
• Reviewing waitlisted PTO for additional approvals which may fall within business boundaries
• System support of employees' new hires and terms
• Individual development of skills to maintain scope of abilities and professional success

Essential Qualifications

• Bachelor's degree or equivalent combination of education and work experience
• At least 2 years of experience in a high-volume customer support environment with real experience in workforce management
• At least 1+ years of experience with data analyzing/data mining/union interpretation of call center volume forecasting
• At least 6+ months of experience with applied utilization of intraday and continuous monitoring of Avaya CMS and CAS disconnected lines, Verint WFM, Viewpoint WFM, or IEX workforce management tools are required, including cloud-based as well as Avaya similar dialer programs
• Ability to participate in tasks and work in groups to advance/create/maintain professional relationships with all site personnel
• Ability to organize, prioritize, and manage multiple tasks simultaneously with a high degree of detail
• Capacity to identify, analyze, and solve complex problems considering multiple factors from numerous data sources

Preferred Qualifications

• 3-5 years of experience in a high-volume customer support environment with real experience in workforce management
• Experience with estimating and scheduling for a PBM setting
• Associate's degree or higher, or equivalent combination of education and work experience
• Amazing interpersonal skills
• Ability to learn new software
• Ability to think outside the box
• Ability to acquire and analyze large sets of data

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Resource Planning Analyst, you will have access to training and development programs, mentorship, and opportunities to expand your skill set and take on new challenges. Our dynamic work environment and collaborative culture will provide you with the support and resources you need to succeed and advance in your career.

Work Environment and Company Culture

arenaflex is dedicated to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built on a foundation of respect, empathy, and open communication. We believe in fostering a sense of community and camaraderie among our employees, and we offer a range of programs and initiatives to support work-life balance, employee well-being, and social responsibility.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary range of $35-$40 per year, as well as a range of perks and benefits, such as health insurance, retirement savings, and paid time off. We also offer opportunities for professional development, education assistance, and recognition programs to reward and recognize employee achievements.

Conclusion

If you are a motivated and experienced professional looking for a challenging and rewarding role in a dynamic and growth-oriented organization, we encourage you to apply for the Resource Planning Analyst position at arenaflex. With your skills and experience, you will play a critical role in driving workforce efficiency, achieving service levels, and contributing to the success of our clinical projects. Join our team and take the first step towards a fulfilling and successful career with arenaflex.

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