Workforce Analyst

Health Plans Inc•Westborough, MA

6h•$28 - $30•Onsite

About The Position

HPI is a unique, respected industry leader with over 44 years of experience, known for innovation and adaptability. As a third-party administrator, HPI offers a suite of health and benefit solutions to employers. Joining HPI means contributing to ideas that make a real difference for employers and employees nationwide. The company fosters a supportive and inclusive work environment where innovation thrives, investing in the team's growth and well-being to ensure exceptional service.

Requirements

Associate’s degree or equivalent work experience
Minimum of two years’ experience in a contact center supporting workforce management
Strong analytical abilities
Exceptional attention to detail
Ability to build effective working relationships across teams
Experience with workforce management and contact center technologies
Intermediate to advanced Excel skills for reporting, forecasting, and data analysis

Nice To Haves

Experience with Mitel systems

Responsibilities

Monitor, manage, and optimize real-time contact center operations to ensure service levels and performance goals are consistently achieved.
Track call volume and email traffic, manage staff schedules, and allocate resources based on workload demands, employee availability, and skill sets.
Develop, analyze, and maintain workforce and customer service performance reports.
Forecast staffing needs and operational trends to ensure customers receive timely, high-quality support.
Provide data-driven insights and recommendations to improve workforce efficiency, enhance the customer experience, and achieve critical contact center performance metrics.
Monitor intraday operations and make real-time staffing adjustments in partnership with Supervisors to meet service level objectives.
Develop, maintain, and optimize contact center staffing schedules, including shift assignments, lunches, and break coverage.
Make real-time workforce management adjustments based on call volume, service demands, and operational priorities.
Monitor contact center performance metrics in real time, proactively identifying trends, risks, and opportunities for improvement.
Manage and optimize call routing strategies.
Create, analyze, and maintain workforce management and contact center performance reports.
Partner regularly with Contact Center Supervisors and Management to review performance trends, staffing effectiveness, and service level outcomes.
Develop and maintain call volume forecasts and staffing models.
Provide data-driven recommendations to improve workforce utilization, operational efficiency, and customer satisfaction.