Workforce Business Analyst I

Curana Health, Inc. • Remote,

3d

About The Position

This position will oversee various functions, including all aspects of workforce development and optimization for all contact center lines of business and technologies. This will include tasks such as planning, creating, and communicating forecasts and schedules with the goal of enabling a hassle-free continuous workflow project for our organization.

Requirements

• High School Diploma to bachelors degree (depending on the choice of the recruiter) in Mathematics, Business Studies, Business Administration, or Human Resources, or equivalent
• 1-3 years of call center experience
• Proficient with Microsoft Excel and Office
• Contact Center Telephony Software
• Able to troubleshoot various tech platforms as it pertains to the contact center telephony and other products
• Must possess analytical skills essentially for reviewing information, analyzing data, and making appropriate recommendations for improvement
• Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team
• Ability to handle pressure: They require the ability to work effectively in a fast-paced situation and to handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.

Responsibilities

• Ensure service level targets are met; maintain the right headcount, and calculate call capacity
• Responsible for the maintenance and upkeep of scheduling software
• Undertake majority of call forecasting and agent scheduling for the contact center
• Monitor Contact Center telephony platforms
• Implementation, workflows, and manage new technologies
• Manage and delegate tasks to other lines of business, i.e., outbound projects, aiding delegation of outbound volumes for various projects
• Queue management for all contact center lines of business
• Other duties as assigned

What This Job Offers

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