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Prime Therapeutics Senior Workforce Planning Analyst in Salt Lake City, Utah

Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make.

Job Posting Title

Senior Workforce Planning Analyst

Job Description Summary

Works to ensure acceptable service levels, abandonment rates and reporting of call handling related metrics. Responsible for intra-day analysis of call flow, contractual answer times and performance goals based on analytical analysis. Will work closely with the leadership of the call center teams on optimization of Workforce Management Tools.

Job Description

  • Manages and provides internal Technical Support on the Workforce Management Tools (Avaya CMS, Avaya QM, Avaya/Verint WFM, Verint Desktop Process Analytics, Avaya Performance Management Tools, Workday) to optimize utilization of resources. Maintain relationships with various vendors (Avaya, Verint, etc.).

  • Monitors the call center activity on a real time basis to ensure service level targets are achieved consistently through optimal utilization of resources.

  • Forecasts monthly, weekly, daily and interval level call activity based on historical trends and key business drivers to determine staffing needs and employee schedules required to achieve performance metrics

  • Supports team leaders with the scheduling of employees, productivity tracking, maintaining work schedules, coordination of off-phone activities, and approval of PTO, overtime and flexible time off.

  • Possesses a level of accountability in the achievement of service performance goals and client specific performance guarantee targets. Manage business continuity planning/testing.

  • Managed the coordination, production, accuracy and timeliness of ACD agent, team and overall performance reports for both internal and external distribution. Helps coordinate telecommunication changes.

  • Uses historical call data, interval arrival patterns, average handle times, service level targets, Erlang tables, and other data as necessary to develop forecasts, staffing plans, and schedules that will ensure service level achievement at minimal cost. Able to develop staffing models needed to respond to Request for Proposals (RFP).


  • Experience with Excel spreadsheets, ACD reports, forecasting methodologies and tools.

  • MS Access Database knowledge and experience with Workforce Management programs.

  • 5+ years' workforce planning experience

  • Avaya Workforce Management Tools (Avaya WFM, Avaya QM, Avaya CMS, Verint DPA, Avaya Performance Mgt.

Work Experience

Work Experience - Required:

Workforce Planning

Work Experience - Preferred:


Education - Required:

Education - Preferred:



Certifications - Required:

Certifications - Preferred:

Potential pay for this position ranges from $51,230.00 - $76,850.00 based on experience and skills. Pay range may vary by 8% depending on applicant location.

To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page (https://www.primetherapeutics.com/careers/benefits/) and click on the "Benefits at a glance" button for more detail.

Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, genetic information, marital status, family status, national origin, age, disability, veteran status, or any other legally protected class under federal, state, or local law.

Prime Therapeutics' fast-paced and dynamic work environment is ideal for proactively addressing the constant changes in today's health care industry. Our employees are involved, empowered, and rewarded for their achievements. We value new ideas and work collaboratively to provide the highest quality of care and service to our members.

If you are looking to advance your career within a growing, team-oriented, award-winning company, apply to Prime Therapeutics today and start making a difference in people's lives.

Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. ‚Äč If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process, please contact Human Resources at 1.866.469.1257 or email Careers@primetherapeutics.com.