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 insurance

403(b) plan

Paid time off

Job summary

AltaMed Health Services Corporation in Anaheim, CA seeks a Workforce Analyst to supply the Patient Service Center with data analytics, forecasting, queue management, and ACD tech support to optimize service levels and first call resolution.

The role collaborates with management to develop dashboards, communicate trends, perform root-cause analysis, and operate the workforce management tool for scheduling and forecasting to meet service levels.

Qualifications

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

Responsibilities

• Provide data analytics, forecasting, and queue management for the PSC.
• Develop and maintain daily, weekly, and monthly dashboards on PSC metrics.
• Communicate trends, root-cause analyses, and recommendations to management and executives.

Skills

Data analytics

Forecasting

Queue management

ACD technology support

Dashboards

Education

Bachelor’s degree or equivalent

Tools

Workforce management software

ACD technology

Job description

AltaMed Health Services Corporation in Anaheim, CA seeks a Workforce Analyst to supply the Patient Service Center with data analytics, forecasting, queue management, and ACD tech support to optimize service levels and first call resolution.

The role collaborates with management to develop dashboards, communicate trends, perform root-cause analysis, and operate the workforce management tool for scheduling and forecasting to meet service levels.