Customer Service Workforce Analyst

Title: Customer Service Workforce Analyst

Location: Philadelphia PA United States

Job Description:

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

Responsibilities:

• Utilize system reporting tools to analyze current business processes and to support continuous process improvements

• Generate various reports for end users

• Develop and Provide expert reporting and analysis in staffing levels, schedule effectiveness and cost comparisons

• Responsible for overseeing workforce management scheduling, time reporting and auditing functions.

• Develop comprehensive reporting illustrating staffing, attendance and time and labor.

• Monitor all time audits and oversee all edits related to time throughout the period.

• Responsible for defining, configuring/developing, testing, analyzing, and maintaining Infor Workforce Management application (Time and Labor, Scheduling, and Analytics).

• Responsible for all aspects of the workflow including but not limited to teams, naming conventions, pay policy groups, time codes, exceptions, work rules, and accruals

• Coordinate system support as super user, such as interface validation

• Monitor workflow actions for absence and exception processing

Qualifications:

Education

• Bachelor's degree in Business, IT or related major; or minimum of 4 years' related experience and/or training; or equivalent combination of education and experience.

Experience

• 3-5 years of experience working with Payroll, HRIS or Workforce Management (Timekeeping, Scheduling and Attendance, Analytics) system preferred.

Knowledge, Skills, Abilities

• Strong analytical skills with the ability to translate business requirements into technical specifications.
• Prefer familiarity with basic statistical analysis
• Prefer experience in creating custom reports in tools such as Crystal Reports, Cognos, MS Access or SQL Server
• Extensive understanding of Microsoft Excel and ability to demonstrate knowledge in creating formulas/macros, using pivot tables and graphing.
• Excellent written and oral communication skills.
• Ability to work from home, which includes high speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.

Hybrid:

• Independence has implemented a "Hybrid" model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the "Hybrid" model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.