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The Opportunity

Mission Control is a dynamic workspace, powered by teams who are passionate about the One Medical Mission, providing world class service experiences for patients, and who are never satisfied with the status quo. Our teams thrive while handling high volume tasks and phones inflow, and are always evaluating their work through the lens of process improvement through continuous learning and experimentation. As a WFM Real-Time Analyst at Mission Control, you’ll be ensuring our Central Support Specialists are following their schedules, balancing our volume and helping with keeping our Service Levels at the highest levels daily .

As a Real Time Analyst, you will work closely with Operations, to help monitor Incoming volumes within our multiple channels, report on Daily attendance schedule adherence of support specialists in real-time, ensuring optimum service levels are achieved to deliver consistent performance. In order to be successful in this role, previous workforce management experience is a must. In this role, you’ll be expected to hold these teams to achieve their daily service level goals and make appropriate business decisions to drive results. Strong organization, time management skills, skillful prioritization and resilience are necessary.

This role supports teams located at Mission Control and around the country. We are looking for people who are willing to work within our Tempe, AZ location and be in the office daily to help drive teamwork and collaboration among our Managers and key stakeholders.

This is a full-time hourly role, with a schedule of Tuesday to Saturday from 8:00am to 5:00 pm. Weekend hours are required for this role. This role reports to the WFM Manager.

What you'll likely work on:

• Maintaining service level agreements in Patient Tasks through TOPs and Active Daily Management
• Access workforce management metrics that help pinpoint employees that are currently out of adherence
• Gathering and analyzing and Interpreting contact center data
• Submitting reports to the relevant department heads and management in order for appropriate action to be taken
• Finding patterns and trends within data, establishing and analyzing data trends which will include report creation
• Developing reports and presentations that present findings from data analysis in a clear and concise manner
• Helping the management team along with stakeholders define and drive performance results
• Issue identification and solution oriented to help ensure the member journey is always at the forefront

What you’ll need:

• At least 1+ years experience as an Workforce Analyst in an established organization
• Workforce Management tool experience (preferred for internal) and Excel/Google required (internal and external) internal
• NICE(CXOne/IEX), RingCentral and Google Suite preferred
• Must be detail oriented and have the ability to juggle multiple tasks
• Strong analytical skills, oral and written communication skills
• Report development and presentation skills

Benefits designed to aid your health and wellness:

Taking care of you today

• Employee Assistance Program - Free confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues
• Competitive Medical, Dental and Vision plans
• Free One Medical memberships for yourself, your friends and family
• Pre-Tax commuter benefits
• PTO cash outs - Option to cash out up to 40 accrued hours per year

Protecting your future for you and your family

• 401K match
• Opportunity to participate in company equity programs
• Credit towards emergency childcare
• Extra contributions toward maternity and paternity leave
• Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance
• Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance

This is a full-time role based in Tempe, Arizona. One Medical is committed to fair and equitable compensation practices. The base salary range for this role is $16.00 to $30.50 per hour. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. For more information, visit https://www.onemedical.com/careers/