PSC Analytics & Workforce Forecasting Analyst

AltaMed Health Services; Anaheim (CA); Hybrid; 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

Commuter benefits

Career development

Paid Time Off

Job summary

AltaMed Health Services Corp. is seeking a Workforce Analyst for the Patient Service Center in Anaheim, CA.

The role focuses on data analytics, forecasting, queue management, and ACD technology support to optimize service levels and targets such as first call resolution and Net Promoter Score. You will mine and utilize data to deliver daily, weekly, and monthly PSC dashboards and share clear trends, recommendations, and root-cause analyses with management.

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

• Analyze data and forecast call volumes to optimize staffing in the Patient Service Center.
• Maintain dashboards and reports on PSC metrics on daily, weekly, and monthly bases.
• Provide trend analysis, root-cause insights, and recommendations for performance improvement.
• Operate and configure the workforce management tool to support scheduling and forecasting.

Job description

AltaMed Health Services Corp. is seeking a Workforce Analyst for the Patient Service Center in Anaheim, CA.

The role focuses on data analytics, forecasting, queue management, and ACD technology support to optimize service levels and targets such as first call resolution and Net Promoter Score. You will mine and utilize data to deliver daily, weekly, and monthly PSC dashboards and share clear trends, recommendations, and root-cause analyses with management.