Job Description
Job Description
Join Our Team as a Workforce Optimization Coordinator / Real Time Analyst:
Are you passionate about optimizing operations and ensuring teams perform at their best? We’re looking for a Workforce Optimization Coordinator to play a key role in managing schedules, staffing, and real-time operations while keeping employee satisfaction at the forefront.
In this position, you’ll help ensure the right number of staff are working at the right times, contributing to a smooth, efficient workflow across our Health Call Centers.
Additionally, there are opportunities for development to support services for clients in the United States, allowing you to expand your professional experience in a dynamic and international environment.
Key Responsibilities
- Review daily results to define strategies and ensure staffing aligns with operational goals.
- Confirm all service agents are disconnected at the end of shifts and provide supervisors with reports of remaining connections.
- Perform shift-start tests for telephone lines, TTY services, and language lines.
- Monitor correct use of auxiliary codes and address excessive or improper usage with agents, escalating patterns to the Business Analytics Specialist.
- Verify calls that exceed duration standards and coordinate support from Peer Coaches or Supervisors as needed.
- Maintain confidentiality and compliance with all state and federal regulations, including HIPAA and internal policies.
- Report any exposure of Protected Health Information immediately to supervisors.
- Comply with mandatory trainings and procedures established by regulatory agencies, contractual requirements, and certification standards (including URAC).
Requirements
- High school diploma required
- Minimum 1 year of professional experience in a Call Center
- Hands-on experience with Workforce Management processes: forecasting, scheduling, capacity planning, and real-time management
- Proficient in Call Center software and computer applications
- Advanced Excel skills, including:
- Formulas (VLOOKUP/XLOOKUP, INDEX/MATCH, IF/IFS, nested formulas)
- Pivot tables and pivot charts
- Data validation and automation techniques
- Strong analytical and mathematical skills, with attention to detail and accuracy
- Ability to translate data into actionable insights
- Customer-service oriented with the ability to interact across all management levels
- Excellent verbal, written, and reading communication skills.
- Bilingual (Spanish and English) required, especially for opportunities supporting services in the United States.
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Comfortable with flexible work hours and willingness to adapt to operational needs
Benefits
- Health, dental, and life insurance
- Retirement plan
- Paid leave benefits
- Training in service, regulatory topics, and health-related subjects
- Opportunities for growth and professional development
- The chance to impact the health and well-being of the community
Work Location: On-site in Guaynabo or Mayagüez, Puerto Rico
Position Type: Full-time | Regular Contract
We are an Equal Employment Opportunity Employer (EEOC).