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WFM Support Analyst-Lenexa, KS req20699 in Lenexa, KS at Quest Diagnostics

Date Posted: 1/23/2019

Job Snapshot

  • Employee Type:
  • Location:
    Lenexa, KS
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Schedule:  Mon - Fri 8am - 5pm 

Questions and Answers.  In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.

Position Purpose:

The Workforce Support Analyst is responsible for creating and maintaining internal Workforce reports, providing dedicated support to the Workforce Scheduling Analyst for urgent client requests, and to the Workforce Forecasting Analyst in creating call volume forecasts.  Additionally, the Support Analyst will serve as a contact and coach to Workforce Traffic Analysts, and manage the Workforce Management email request process. The Support Analyst works directly with the Workforce team to ensure that staffing levels are consistent on a real time basis and meet with business needs.

Job Responsibilities

  • Work directly with the Workforce Scheduling Analyst to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections.
  • Assign and complete emails sent to the Scheduling inbox.
  • Create and maintain internal Scheduling reports. Work directly with Workforce Manager to develop and implement scheduling procedures.
  • Update and maintain key Scheduling documents to ensure Workforce Scheduling Analyst consistently has accurate and timely information.
  • Providing dedicated support to Workforce Scheduling Analyst as directed to assist with urgent requests.
  • Serve as a representative of the Workforce team by attending assigned meetings to take accurate, complete notes, and distribute to the Workforce team.