Joshua Kirsch
Santa Monica
Summary
Results-driven workforce professional with over 14 years in high-volume environments. Specializes in optimizing staffing through advanced forecasting and real-time SLA monitoring to enhance operational efficiency and team adherence.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Workforce Real Time Analyst
OPTUMRX
WHITTIER
12.2021 - Current
- Monitor real-time SLA performance metrics and implement immediate workforce management adjustments to ensure operational targets are met.
- Forecasted staffing requirements and designed optimized schedules using advanced Excel data reporting to enhance system capacity and utilization.
- Maintained attendance tracking systems to manage agent availability and mitigate absenteeism impacts on service level agreements.
- Analyzed industry trends to identify process improvements and promote collaboration across global agent workflows.
Pharmacy Technician
OPTUMRX
WHITTIER
04.2013 - 06.2025
- Monitored pharmacy workflow and integrated systems to enhance accuracy of dispensing and ensure compliance with service level agreements.
- Forecasted daily prescription demand to support efficient schedule management and resource allocation.
- Maintained detailed inventory logs and conducted data reporting to support HIPAA compliance and audit readiness.
- Researched customer inquiries to identify and resolve operational bottlenecks, supporting adherence to strict protocols and improving service quality.
Skills
- HIPAA compliance
- SLA monitoring
- Workforce process improvement
- Data reporting
- Real-time monitoring
- Workforce optimization
- Data analysis
- SLA compliance
- Demand forecasting
- Team collaboration
- Performance tracking
- Staffing adjustments
- Workforce software
- Service level agreements
- Workforce management
- Call volume prediction
- Forecasting accuracy
- Scheduling optimization
- Queue management
- Intraday management
- Setting schedules
Languages
Spanish - Professional Working, English - Full Professional
Certification
- CPhT
Timeline
Workforce Real Time Analyst
OPTUMRX
12.2021 - Current
Pharmacy Technician
OPTUMRX
04.2013 - 06.2025