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Workforce Analyst

Allied Benefit Systems

This is a Contract position in Las Vegas, NV posted May 15, 2022.

DescriptionWould you like to be part of a growing national healthcare solutions company?

Are you looking to positively affect thousands of lives each day via health benefits?Who are we?Allied is a national healthcare solutions company that supports healthy workplace cultures.What do we do?We are problem-solvers, innovators, and collaborators.

Our purpose is to work with employers to take care of their employees and their families each and every day – and it all starts with the Allied family.So What’s in it for you?Allied supports an inclusive culture focused on developing employees to succeed, innovate & impact the community.Here’s How We Do ItTraining and Development: Allied offers tailored learning and development curriculums for all employees and a Learning Management Database with thousands of courses for professional and personal development.Career Mobility: Growth opportunities are endless at Allied.

In 2021 alone, one in five employees had a job change.

75% of these job changes were promotionsEmployee Engagement: We pride ourselves on employee engagement With our recognition program, employees recognize their colleagues monthly or donate to charities with cash rewards.

Allied has a dedicated committee planning monthly engagement activities to create endless opportunities to get to know your peers and destress in this new remote world.Employee Feedback: We regularly survey our employees throughout the year to seek continuous feedback, ideas and suggestions on new initiatives.Community Outreach: We have dedicated committees focused on fundraising efforts supporting our employees and their families, furthering education goals and providing for charitable organizations outside of Allied.What will you be doing?

The Workforce Analyst provides consultative and analytic support to leadership and business partners associated with workforce planning opportunities and business challenges in a high-production, multi-channel contact center.

The Analyst leads meetings and presentations regarding business needs or provides education of workforce management policies and methodologies to effectively meet business goals and service levels.

Other responsibilities include but are not limited to maintaining workforce management software, driving efforts to implement software enhancements and seeking opportunities to streamline workflows that increase customer satisfaction, reduce errors, increase controls and ensure maximum productivity and efficiency.Work Schedule: Call Center Extended Hours (40-hour work week of rotating shifts that span the Call Center Hours of Monday-Thursday 7:30am 7pm, Fridays 8 5pm and Saturday 9 12pm CST).Essential FunctionsDiagnose operational performance issues identifying root cause and recommended corrective action including management of any escalations, outages, system issues impacting the use of contact platforms.Monitor and track all productivity levels in the call center, offer regular data summaries to leadership, implement best practices on areas where challenged, promotes solution to streamline and improve efficiencies.

Serve as subject matter expert in various workforce management resources.Independently prepare, interpret, share quantitative and qualitative analysis.

Collaborate with leadership about insights that inform and drive key business decisions.Create and maintain process documents.Provide maintenance and oversight of established workforce tools, monitor/respond to alerts regarding key data sources or job failures.Collaborate with internal/external partners to ensure efficient and optimal usage of the phone solution and related tools.Demonstrate strength and understanding of business processes as well as a “sense of urgency” to exceed performance standards and customer expectations.Support onboarding efforts and offer guidance to workforce peers regarding software, processes, and procedures.Ability to work effectively in a fast-pace environment, adapt to rapid changes in information, process, direction, or immediate workflow.Aptitude to influence others throughout all levels in the organization.Other tasks as assigned.Skills & AbilitiesExceptional analytical and problem-solving skills.Ability to translate complicated data into meaningful and actionable information.

Ability to multi-task and handle a large volume of concurrent priorities.

Excellent verbal, written, and visual communication skills.

Ability to be flexible and build strong professional relationships.Demonstrated ability to learn new software and systems.ExperienceMinimum 2-year Workforce Management in a contact center environment, required.Minimum 2-year experience with Workforce Management software and methodologies, required.

Microsoft suite experience: intermediate Excel skills, required.

Experience with data visualization with Power BI or similar technology, a plusEducationHigh school diploma, requiredAssociates Degree, preferred or equivalent combination of education and experienceCertificates & LicensesWorkforce management or related certification a plus.PHYSICAL DEMANDS Ability to sit for long periods of time.

Ability to communicate via telephone.WORK ENVIRONMENT Fully Virtual