Experienced Resource Planning Analyst – Clinical Projects and Customer Support Specialist for Blithequark

Introduction to Blithequark and the Industry

Blithequark is a leading private healthcare organization dedicated to providing top-notch services to its clients. The healthcare industry is rapidly evolving, with a growing need for skilled professionals who can navigate complex clinical projects and provide exceptional customer support. As a Resource Planning Analyst at blithequark, you will play a vital role in ensuring proper staffing and resource allocation for various clinical projects, while also delivering outstanding customer service to our clients.

Job Summary

We are seeking an experienced Resource Planning Analyst to join our team at blithequark. As a Resource Planning Analyst, you will be responsible for analyzing data, monitoring call volumes, and adjusting staffing levels to meet service level agreements and performance objectives. You will work closely with cross-functional teams to optimize workforce management, improve process efficiency, and enhance customer satisfaction. If you have a strong background in data analysis, workforce management, and customer support, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Monitor and analyze call volumes, staffing levels, and performance metrics using various tools, including Avaya CMS, Five9, CAS, Verint WFM, and other relevant databases.
• Adjust staffing levels, workflows, and schedules to ensure service level agreements and performance objectives are met.
• Participate in ad-hoc, daily, weekly, and quarterly meetings with colleagues and teams to discuss workflow, scheduling, and staffing concerns.
• Provide and maintain reports, data, and information in CMS, Verint WFM, and other relevant databases and assets.
• Maintain professional and timely communication via email, office communicator/Skype, and verbal communication to address service levels and business issues.
• Review and approve PTO requests, new hire paperwork, and other HR-related tasks.
• Continuously develop and improve skills to maintain a high level of proficiency and professional success.

Essential Qualifications

• Bachelor's degree in a relevant field (e.g., business, healthcare, operations management).
• At least 2 years of experience in a high-volume customer support environment with significant experience in workforce management.
• At least 1+ years of experience in data analysis, data mining, and union interpretation of call center volume metrics.
• At least 6+ months of experience with applied utilization of intraday and continuous monitoring of Avaya CMS, CAS, Verint WFM, and other relevant workforce management tools.
• Strong analytical, problem-solving, and communication skills.
• Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines.

Preferred Qualifications

• 3-5 years of experience in a high-volume customer support environment with significant experience in workforce management.
• Experience with estimating and scheduling for a PBM setting.
• Associate's degree or higher in a relevant field (e.g., business, healthcare, operations management).
• Strong relational skills, with the ability to learn new software and systems.
• Ability to think creatively and outside the box to solve complex problems.

Skills and Competencies

• Strong data analysis and interpretation skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and critical thinking skills.
• Ability to prioritize and manage multiple tasks and projects simultaneously.
• Strong attention to detail and organizational skills.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Resource Planning Analyst, you will have opportunities to develop your skills and expertise in workforce management, data analysis, and customer support. You will also have access to training and development programs, mentorship, and career advancement opportunities.

Work Environment and Company Culture

Blithequark is a dynamic and fast-paced work environment that values innovation, teamwork, and customer satisfaction. We are committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. As a Resource Planning Analyst, you will be part of a talented and dedicated team that is passionate about delivering exceptional customer service and driving business results.

Compensation, Perks, and Benefits

Blithequark offers a competitive salary range of $35-$40 per year, depending on experience. We also offer a comprehensive benefits package, including health insurance, retirement savings, and paid time off. Additionally, we provide opportunities for professional development, career advancement, and recognition and rewards for outstanding performance.

Conclusion

If you are a motivated and experienced professional looking for a challenging and rewarding role in workforce management and customer support, we encourage you to apply for this exciting opportunity at blithequark. As a Resource Planning Analyst, you will play a critical role in driving business results, improving process efficiency, and delivering exceptional customer service. Apply now to join our team and take your career to the next level!

Apply Now