Hybrid PSC Workforce Analyst - Data & Forecasting

AltaMed Health Services Corporation; Anaheim (CA); Hybrid; USD 68,640 - 85,800; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

403(b) Matching

FSA

Commuter benefits

PTO & Holidays

Tuition Reimbursement

Employee Discounts

Job summary

AltaMed Health Services Corporation is seeking a Workforce Analyst for the Patient Service Center in Anaheim, CA. The role focuses on data analytics, forecasting, queue management, and ACD tech support to optimize service levels and achieve first call resolution targets.

You will mine and utilize data to deliver dashboards, communicate trends to management, and lead workforce management configurations to meet service level commitments.

Qualifications

• Bachelor's Degree or equivalent combination of education and work experience.
• Minimum of 3 years of progressive experience in analysis, identifying trends, business operations, or analytics in a Contact Center.

Responsibilities

• Generate daily, weekly, and monthly dashboards for PSC metrics.
• Mine, extract, and analyze data to optimize service levels and Net Promoter Score targets.
• Configure and operate the workforce management tool for scheduling and forecasting.

Skills

Data analytics

Forecasting

Queue management

ACD technology support

Education

Bachelor's degree

Job description

AltaMed Health Services Corporation is seeking a Workforce Analyst for the Patient Service Center in Anaheim, CA. The role focuses on data analytics, forecasting, queue management, and ACD tech support to optimize service levels and achieve first call resolution targets.

You will mine and utilize data to deliver dashboards, communicate trends to management, and lead workforce management configurations to meet service level commitments.