Impactful Contact Center Workforce Analyst

Health Plans Inc; Westborough (MA); On-site; USD 39,000 - 41,000; Full time

Job summary

Health Plans Inc. in Westborough, MA is seeking a Workforce Analyst to monitor real-time call and email traffic, distribute workload, and manage staff schedules. You will forecast demand and maintain performance reports to ensure timely customer assistance by skilled agents.

The role requires an Associate's degree or equivalent experience, 2+ years in a healthcare contact center, and proficiency with Microsoft Word/Excel; Mitel experience is a plus.

Qualifications

• Associate's Degree or equivalent experience required.
• At least 2 years' experience in a contact center workforce management role.
• Healthcare contact center experience preferred.
• Proficient with Word and Excel; Mitel experience preferred.

Responsibilities

• Creates and updates contact center staff schedules.
• Updates schedules in real time to optimize staffing.
• Real-time monitor contact center performance.
• Route callers based on type and criteria.
• Create and maintain contact center performance reports.
• Meet weekly with Supervisors and Manager to review performance.
• Create and maintain contact center forecast.

Skills

Attention to detail

Time management

Organization

Teamwork

Professional communication

Microsoft Word

Microsoft Excel

Education

Associate's degree or equivalent

Tools

Mitel systems

Job description

Health Plans Inc. in Westborough, MA is seeking a Workforce Analyst to monitor real-time call and email traffic, distribute workload, and manage staff schedules. You will forecast demand and maintain performance reports to ensure timely customer assistance by skilled agents.

The role requires an Associate's degree or equivalent experience, 2+ years in a healthcare contact center, and proficiency with Microsoft Word/Excel; Mitel experience is a plus.