Job Description

Job Title: Workforce Management Analyst
Job ID: 679480
Status: Full-Time
Regular/Temporary: Regular
Shift: Variable
Facility: UPMC Health Plan
Department: Member Services
Location: 600 Grant St, Pittsburgh PA 15219


UPMC Health Plan is hiring a full-time Workforce Management Analyst to help support the Workforce Management team at its downtown Pittsburgh and North Side locations. The successful candidate will report to the Workforce Manager, assisting with call volume, reporting, forecasting, and scheduling to help Member Services in exceeding performance and service goals. This position will work a Monday through Friday schedule with shifts between 7 am - 8 pm and rotating weekends and holidays. If you have a background with Genesys Management System, this may be the perfect fit for you!

  • Balance multiple priorities with little or no direction to ensure the daily performance success of all lines including demonstrating a sense of urgency on action taken toward meeting daily requirements on performance guarantee lines.
  • Communicate and facilitate timely forecast of schedules related to overtime, Power Summits, team meetings, and Line Closures.
  • Complete all compliance driven outbound calls including and not limited to Pharmacy, Default PCP, and Premium Billing.
  • Complete phone audits and resolve all issues related to member experience within the IVR, Prompts, or After Call Surveys.
  • Conduct weekly audit of Member Services Expert Model skills with team leadership per LOB.
  • Drive continuous improvement related to customer satisfaction and efficiency.
  • Ensuring service excellence through all processes and interactions.
  • Flexible Work schedule working 7AM to 8PM, weekends and holidays as applicable.
  • Identify what resources are required to implement parts of projects and effectively use project plans to focus work and ensure deadlines are met.
  • Maintain and monitor Member Services Expert Model skills per Line of Business (LOB).
  • Partner with the call center leadership on work management practices such as worklist, coaching, training, and meetings.
  • Provide ongoing operational analysis related to queue performance and staff productivity.
  • Provide timely reports using Microsoft Office as requested by all departments within the Health Plan.
  • Work to maintain high productivity by building, uploading, and starting outbound campaigns, including blaster calls, based on priorities set by call center leadership.
  • Work with CCPulse and connect leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, Average Speed of Answer (ASA), Abandon Rate, and other specified call center goals and objectives.


  • High School Diploma required, BA/BS degree preferred
  • 2 years of customer service experience required
  • 1 year UPMC Health Plan or another Health Care Organization experience required.
  • Call Center Genesys Management System experience preferred.
  • Knowledge of Call Center management best practices (Service Level, ASA, Abandon Rate, FCR)
  • Strong analytical skills in a call center environment
  • Ability to create well organized, accurate, and concise material and work documentation for organizational use.
  • Strong knowledge of Microsoft applications including Outlook, Excel, and Access with the ability to create and maintain data bases.
  • Strong hands on knowledge of work force management tools and the ability to maintain them
  • Knowledge of Word and PowerPoint and the ability to use them to present to both internal and external contacts.
  • Previous call center experience strongly preferred.
  • Previous experience in a fast paced, high volume workplace is preferred.
  • Strong Microsoft Excel ability is preferred.

    Licensure, Certifications, and Clearances:
    UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $18.24 to $30.32

Union Position: No

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