Workforce Analyst

Health Plans Inc • Westborough, MA

19h • $28 - $30 • Onsite

About The Position

The Workforce Analyst monitors, maintains and tracks real time call volume and email traffic, distributes calls and emails based on staff and skill availability, and manages staff schedules. Additionally, by creating, validating, analyzing and maintaining customer service-specific reports, the Workforce Analyst will forecast call and email volume and available staff to ensure that customers are met with timely assistance from skilled staff members. The Workforce Analyst is primarily responsible for ensuring contact center metrics meet expectations.

Requirements

• Associate's Degree or equivalent experience
• At least 2 years' experience in a contact center supporting workforce management
• Detailed, organized and able to prioritize tasks
• Able to work within timeframes and meet deadlines
• Able to recognize and maintain confidentiality
• Able to work both independently and as part of a team
• Communicate in a professional manner
• Intermediate proficiency with Microsoft Word and Excel required

Nice To Haves

• Experience preferably in the healthcare industry
• Experience using Mitel systems preferred

Responsibilities

• Creates and updates all contact center staff schedules, including lunches and breaks
• Updates, in real time, staff schedules to optimize staffing levels
• Real-time monitor contact center performance
• Route callers based on call type, caller, and other business-specific criteria
• Create and maintain contact center performance reports
• Meet at least weekly with department Supervisors and Manager to review performance
• Create and maintain contact center forecast

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree