Patient Services Center Workforce Analytics Lead

AltaMed Health Services Corp; Anaheim (CA); On-site; USD 69,000 - 86,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

403(b) Retirement plan

Flexible Spending Accounts

Paid Time Off & Holidays

Paid CME Days

Tuition Reimbursement

Employee Discounts

Pet Care Insurance

Job summary

AltaMed Health Services Corp. is seeking a Workforce Analyst to boost PSC efficiency through data analytics, forecasting, and dashboarding. The role emphasizes optimizing service levels and first-call resolution within a busy contact center environment.

You will manage the workforce tool, analyze trends, and communicate insights to leadership. Required is a Bachelor’s degree (or equivalent) with at least 3 years in analytics or operations.

Qualifications

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

Responsibilities

• Provide data analytics, forecasting, queue management, and ACD technology support to optimize PSC service levels and Net Promoter Score targets.
• Mine, extract, and utilize data to deliver daily, weekly, and monthly PSC dashboards across metrics.
• Interact with management and executives to plan, develop, and execute PSC strategic initiatives; operate and configure the workforce management tool for scheduling, analysis, and forecasting.

Skills

Data analytics

Forecasting

Queue management

ACD technology

Dashboards

Education

Bachelor’s degree or equivalent

Tools

Workforce management tool

ACD software

Job description

AltaMed Health Services Corp. is seeking a Workforce Analyst to boost PSC efficiency through data analytics, forecasting, and dashboarding. The role emphasizes optimizing service levels and first-call resolution within a busy contact center environment.

You will manage the workforce tool, analyze trends, and communicate insights to leadership. Required is a Bachelor’s degree (or equivalent) with at least 3 years in analytics or operations.