Intraday Staffing Analyst-Remote

Who We Are
WPS Health Solutions is a leading not-for-profit health insurer and federal government contractor headquartered in Wisconsin. WPS offers health insurance plans for individuals, families, seniors, and group health plans for small to large businesses. We process claims and provide customer support for beneficiaries of the Medicare program and manage benefits for millions of active-duty and retired military personnel across the U.S. and abroad. WPS Health Solutions has been making health care easier for the people we serve for more than 75 years. Proud to be military and veteran ready.
Culture Drives Our Success
WPS' Culture is where the great work and innovations of our people are seen, fueled, and rewarded. We accomplish this by creating an inclusive and empowering employee experience. We recognize the benefits of Diversity, Equity, and Inclusion as an investment in our workforce-both current and future-to effectively seek, leverage, and include diverse perspectives that fuel agility and innovation on high-performing teams. This results in people bringing their authentic selves to work every day in an organization that successfully adapts to business changes and new opportunities.
We are proud of the recognition we have received from local and national organizations regarding our culture and workplace: WPS Newsroom - Awards and Recognition
Role Snapshot
This position is responsible for intraday staffing and schedule management utilizing a standardized Workforce Management scheduling system. This includes adjusting scheduled activities and pre-planning training, coaching, and off phone activities for the Customer Service team to maintain daily, weekly, and monthly service level metrics.
Additional details:
Monitor service levels of all workloads for appropriate escalation and awareness.
Responsible for shorter term forecasting of functional area's workload, scheduling resources, and delivering actionable productivity information to the leadership team.
Intraday monitoring queue performance optimizing scheduling to meet staffing goals.
Monitors real time adherence, communicating current performance and efficiency opportunities with the team.
Daily review of call in line and absence scheduling and reporting updates.
Provide daily results and historical trending of call queue and agent performance.
Produce and maintain trending and business performance reporting as assigned to support service metric analysis.
Work closely with operational staff members to gather key inputs for needed reports and analysis.
Obtain results from applicable operational support systems to meet leadership team needs and ensure the integrity of the results.
Conduct Intraday and post-performance root-cause analysis of performance to ensure achievement of Operational Service Levels and key performance indicators providing actionable recommendations to meet service goals.
How do I know this opportunity is right for me? If you:
Communicate with confidence, clarity, and sound reasoning when discussing concerns, ideas, and suggestions with all levels of staff and management.
Are able to think on your feet and make real-time decisions.
Excel at analyzing data sets.
What will I gain from this role?
Gaining insight into operational impacts to performance.
Directly contributing to achieving departmental and divisional success.
Experience working in an environment that serves our Nation's military, veterans, Guard and Reserves and Medicare beneficiaries.
Working in a continuous performance feedback environment.
Minimum Qualifications
U.S. citizenship is required for this position due to Department of Defense restrictions.
High School Diploma or equivalent.
1 or more years of related workforce management experience.
Preferred Qualifications
Previous intraday management experience.
Experience with NICE IEX Workforce Management scheduling and forecasting system.
1 or more years of experience within an operational area and knowledge of operational support systems (i.e. phone system, claims system, case management, billing and enrollment, sales, tracking systems).
Remote Work Requirements
Wired (ethernet cable) internet connection from your router to your computer.
High speed cable or fiber internet.
Minimum of 10 Mbps downstream and at least 1 Mbps upstream internet connection (can be checked at https://speedtest.net).
Please review Remote Worker FAQs for additional information.
Hourly Rate of Pay
$20.30-$23.50.
The base pay offered for this position may vary within the posted range based on your job-related knowledge, skills and experience.
Work Location
We are a remote-first organization and offer remote work in the following approved states:
Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, New Jersey, North Carolina, North Dakota, Ohio, South Carolina, South Dakota, Texas, Virginia, Wisconsin.
To help strengthen communication, provide a sense of community, and improve the overall remote work experience, the assigned office community based on the position's division is: West Frankfort, IL.
Benefits
Remote and hybrid work options available.
Performance bonus and/or merit increase opportunities.
401(k) with dollar-per-dollar match up to 6% of salary (100% vested immediately).
Competitive paid time off.
Health insurance, dental insurance, and telehealth services start DAY 1.
Employee Resource Groups.
Professional and Leadership Development Programs.
Review additional benefits here.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

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