PSC Workforce Analytics & Forecasting Specialist

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

Benefits offered by this job

Medical, Dental & Vision

403(b)

Retirement matching

FSAs

Career development

PTO & Holidays

Job summary

AltaMed Health Services Corp. is hiring a Workforce Analyst to support the Patient Service Center with data analytics, forecasting, queue management, and ACD technology support to optimize service levels and first-call resolution.

You will mine and transform data into daily, weekly, and monthly PSC dashboards, communicate trends and root-cause findings to management, and configure the workforce management tool for scheduling and forecasting.

Qualifications

• Bachelor’s degree or equivalent combination of education and work experience.
• Minimum 3 years of progressive analysis or analytics experience in a contact center.

Responsibilities

• Provide data analytics, forecasting, and queue management for the Patient Service Center.
• Operate and optimize the workforce management tool for scheduling and forecasting.
• Deliver daily, weekly, and monthly PSC dashboards and trend analyses.
• Communicate insights and root-cause analysis to management and executives.

Skills

Data analysis

Trend identification

Contact center analytics

Education

Bachelor’s degree or equivalent combination of education and work experience

Job description

AltaMed Health Services Corp. is hiring a Workforce Analyst to support the Patient Service Center with data analytics, forecasting, queue management, and ACD technology support to optimize service levels and first-call resolution.

You will mine and transform data into daily, weekly, and monthly PSC dashboards, communicate trends and root-cause findings to management, and configure the workforce management tool for scheduling and forecasting.