WFM Analyst II - Tampa, FL - Monday-Friday 4am-11am (Rotational Weekends)

The Workforce Analyst II is responsible for monitoring, reporting and problem solving increasingly complex issues to address schedule adherence in real-time using real-time adherence software and ACD real-time displays. The Analyst II collaborates proactively with analytics, forecasting, scheduling, Learning & Development and Operations, calling out non-adherent events so that non-adherent agents can be directed back toward the phone. Analysts II monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds. Analysts II watch real-time statistics across various measures such as service level or staffing interval requirements to ensure contractual standards are met. Analysts II provide real-time feedback to the Workforce Management team (WFM) and Operations. Analysts II proactively researches and takes preventive measures to address performance including change agent skill associations / or provide historical reporting as needed.

Pay Range: $22.10+ per hour

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness®
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

• Demonstrates knowledge and expertise in all areas of WFM Analyst I.
• Collaborates with analytics, forecasting, scheduling, and Learning & Development teams for higher learning/advancement.
• Handles increasingly complex issues and questions about WFM reporting on performance past, present and future.
• WFM operation and strategy priority/problem solving expert.
• Proactive with skill changes and adjustments to maintain higher TSF.
• Usage of WFM tools to proactively takes preventative measures against TSF drop (IDPs, trends, recent performance).
• Researches and provides feedback using critical thinking to answer for misses and issues.
• Provides peer-to-peer training and support for new team members.
• Innovate and help WFM evolve policies and procedures by being a WFM Ambassador.
• Demonstrates leadership skills and ability to back-up in leaderships absence.
• Monitors agent schedule adherence using real-time adherence software and notify agents and Operations of non- adherent events.
• Coordinates with WFM team and other Analysts to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
• Works closely with Operations to assist them in enforcing schedule adherence and call time threshold guidelines.
• Informs Operations of same day overtime needs and off-phone activities with up-to-the-minute daily statistics.
• Provides historical reporting compilation as needed.

QUALIFICATIONS

Required Work Experience:

• 12 months experience supporting Workforce Management (CMS RTA, Aspect).
• Established track record of continuous improvement and proactive solution driven research and support for WFM efforts.

Preferred Work Experience:

• 2-3 years customer service experience

Physical and Mental Requirements:

• N/A

Knowledge:

• Technical knowledge of WFM solutions
• Proficiency in Microsoft Office products (Word, Excel, PowerPoint, Outlook, Visio, Project).
• Knowledge and experience with QMS tools and methodology a plus.

Skills:

• Ability to work independently and collaboratively across groups and teams and build lateral, trusted relationships.
• Ability to objectively review qualitative and quantitative analyses and make decisions based upon the needs of the overall business.
• Ability to explain workflows and reports in a clear and accurate manner.
• Excellent attention to detail, problem solving, and organization skills.
• Strong customer service and interpersonal communication skills
• Proficiency in Microsoft Office products (Word, Excel, PowerPoint, Outlook, Visio, Project).

EDUCATION
Bachelor’s Degree
High School Diploma or Equivalent(Required)

LICENSECERTIFICATIONS

Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume. 

2025-85484

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.