Empathia- Call Center Tech & Perf Analyst- 1.0 FTE

ProHealth Care•Waukesha, WI

About The Position

Begin your story with Empathia. Schedule Details : This position is a 1.0FTE working Monday - Friday 8am - 5pm. Will include on call that could require working nights and weekends. About Us: When things are at their worst, Empathia is at their best. Whether it is delivering high-value employee assistance programs (EAP) or responding to a crisis in the workplace or community, Empathia brings competence, compassion and commitment to those they serve. At Empathia, they do important work driven by a more important mission – improving lives and helping people. Partnering with organizations, Empathia works to maximize the wellbeing, safety and productivity of workplaces, its employees and their family members. At a larger scale, they connect communities amid crises and disasters. These efforts include: Employee Assistance Programs, Work/Life Services, Crisis Management Services, Workplace Culture Optimization and Exceptional Outcomes. Why Join ProHealth Care: We have nearly 5,000 dedicated clinical and non-clinical employees and physicians who work together every day to serve the health and well-being of our community. At ProHealth Care everyone contributes to the care our patients receive. And, everyone is treated with kindness and respect in our welcoming environment. This Position Will Offer You: Engaging and community focused culture Competitive Salaries Opportunity for professional career growth Robust benefits including: Generous PTO; Choices in insurance; HSA; Tuition reimbursement; immediate 401K match; discounted tickets to various entertainment, social and sporting events

Responsibilities

Quality Assurance (QA/QI) Conduct regular QA reviews of call center interactions to ensure adherence to standards and best practices.
Monitor compliance, identify trends, and recommend improvement initiatives.
Assist with complaint investigations related to service quality or telephony systems.
Maintain and update policies and procedures related to call center telecommunications.
Data Analytics & Reporting Collect, analyze, and interpret data to identify trends, performance gaps, and insights.
Develop dashboards and recurring reports (daily, monthly, quarterly, annual) to support internal teams and leadership.
Assist business development with data generation, interpretation, and ROI analysis.
Track KPIs related to call volume, rollover, response time, abandonment rate, etc. to ensure we are meeting clients performance guarantees.
Forecasting Develop and maintain short- and long-term call volume forecasts using historical data, trend analysis, and seasonal patterns to ensure adequate staffing and resource allocation.
Analyze call patterns, peak periods, and incident-driven fluctuations to anticipate workload demands for both routine operations and surge scenarios (including disaster or incident response events).
Collaborate with scheduling and workforce management teams to align staffing plans with forecasted demand, ensuring 24/7 coverage and optimal service levels.
Monitor forecast accuracy and operational performance metrics (e.g., service level, ASA, call abandonment) and adjust models proactively to improve reliability.
Identify drivers of call volume variability, such as client expansions, program changes, promotional cycles, or external events, and incorporate these factors into forecasting models.
Prepare and distribute regular forecasting reports for leadership, highlighting trends, capacity constraints, and operational impacts.
Call Center Operations & Technology Oversee the functionality of call center telecommunications systems, software, programming and vendor partnerships.
Serve as on-call point of contact for telephony issues.
Monitor system performance to ensure reporting accuracy and operational uptime.
Incident Response Call Center Recruitment & Management Manage, mentor and evaluate Incident Response Call Center Specialists and support staff to maintain operational excellence.
Develop and implement training programs for call center staff, including core content, crisis response protocols and telephony systems.
Regularly update training materials to reflect best practices and evolving crisis management strategies.
Activation Duties Serve as the call center team lead during crisis activations or other supportive roles as directed by leadership.
Manage reporting during activations, ensuring all necessary data and reports are captured accurately.
Provide timely and detailed post-activation reports to clients, internal teams and management.
Track key performance metrics and ensure adequate data collection for ongoing assessments.