Analytics-Driven Workforce Management Analyst

AltaMed Health Services Corporation; Anaheim (CA); Ibrido; USD 69.000 - 86.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, Dental and Vision insurance

403(b) retirement plan

Flexible Spending Accounts

Commuter benefits

Career advancement opportunities

Paid Time Off

Descrizione del lavoro

AltaMed Health Services Corporation seeks a Workforce Management Technical Analyst to optimize hourly staffing and improve patient service levels in Anaheim, CA. You will monitor KPIs, analyze data, and support omnichannel strategies and agent productivity.

Responsibilities include generating reports and dashboards, building schedules, approving time off, and configuring Workforce Management software. Collaboration with IT/Telecom and continuous improvement are key parts of the role.

Competenze

• BS or BA degree or equivalent experience.
• Minimum 2 years in contact center analytics.
• Experience with Workforce Management in a contact center is preferred.
• Project management and leadership experience preferred.
• Experience with WFM software is preferred.

Mansioni

• Monitor KPIs and trends to improve operational efficiency.
• Support staffing optimization by balancing skills and queues.
• Generate agent reports and dashboards to track workforce metrics.
• Create and modify agent schedules and approve time off requests.
• Analyze forecasting and staffing models and provide root cause insights.
• Configure and maintain Workforce Management software; support IT/Telecom.

Conoscenze

Workforce analytics

Data analysis

Scheduling optimization

Stakeholder communication

Formazione

BS or BA degree

Strumenti

NICE

IEX

Kronos

Genesys

Blue Pumpkin

TCS

Descrizione del lavoro

AltaMed Health Services Corporation seeks a Workforce Management Technical Analyst to optimize hourly staffing and improve patient service levels in Anaheim, CA. You will monitor KPIs, analyze data, and support omnichannel strategies and agent productivity.

Responsibilities include generating reports and dashboards, building schedules, approving time off, and configuring Workforce Management software. Collaboration with IT/Telecom and continuous improvement are key parts of the role.