Workforce Analyst

Health Plans•Westborough, MA

7d•Onsite

About The Position

HPI is a respected industry leader with over 44 years of experience, known for innovation and adaptability. As a third-party administrator, we offer health and benefit solutions to employers. We are looking for individuals with a passion to take on challenges and contribute to ideas that make a real difference for employers and employees nationwide. We foster a supportive and inclusive work environment where innovation thrives, investing in our 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

Monitoring, managing, and optimizing real-time contact center operations to ensure service levels and performance goals are consistently achieved.
Tracking call volume and email traffic, managing staff schedules, and allocating resources based on workload demands, employee availability, and skill sets.
Developing, analyzing, and maintaining workforce and customer service performance reports to forecast staffing needs and operational trends.
Ensuring customers receive timely, high-quality support.
Providing data-driven insights and recommendations to improve workforce efficiency, enhance the customer experience, and achieve critical contact center performance metrics.
Monitoring intraday operations and making real-time staffing adjustments in partnership with Supervisors to meet service level objectives.
Developing, maintaining, and optimizing contact center staffing schedules, including shift assignments, lunches, and break coverage.
Making real-time workforce management adjustments based on call volume, service demands, and operational priorities.
Monitoring contact center performance metrics in real time, proactively identifying trends, risks, and opportunities for improvement.
Managing and optimizing call routing strategies.
Creating, analyzing, and maintaining workforce management and contact center performance reports.
Partnering regularly with Contact Center Supervisors and Management to review performance trends, staffing effectiveness, and service level outcomes.
Developing and maintaining call volume forecasts and staffing models.
Providing data-driven recommendations to improve workforce utilization, operational efficiency, and customer satisfaction.