PSC Analytics & Forecasting Leader

AltaMed Health Services Corporation; Anaheim, Northern (CA, KY); Hybrid; USD 69,000 - 86,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

403(b) Retirement Savings Plan

Paid Time Off

CME Days

Job summary

AltaMed Health Services Corporation in California is seeking a Workforce Analyst to support the Patient Service Center with data analytics, forecasting, queue management, and ACD technology optimization. You will produce dashboards daily, weekly, and monthly, and communicate trends to management to improve service levels and first contact resolution.

The ideal candidate has a Bachelor's degree and at least 3 years of analytics experience in a contact center, with strong problem solving and

Qualifications

• Bachelor’s degree or equivalent; 3+ years in analytics or operations within a contact center.

Responsibilities

• Provide daily, weekly, and monthly dashboards on PSC metrics.
• Forecast and schedule to meet service level targets.
• Communicate trends and root-cause analyses to management.

Skills

Data analytics

Forecasting

Queue management

ACD systems

Education

Bachelor’s Degree or equivalent

Tools

ACD software

Workforce management tool

Job description

AltaMed Health Services Corporation in California is seeking a Workforce Analyst to support the Patient Service Center with data analytics, forecasting, queue management, and ACD technology optimization. You will produce dashboards daily, weekly, and monthly, and communicate trends to management to improve service levels and first contact resolution.

The ideal candidate has a Bachelor's degree and at least 3 years of analytics experience in a contact center, with strong problem solving and