Real-Time 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 volume and email traffic, distribute work based on staff availability, and manage schedules to ensure timely customer assistance.

The role emphasizes creating and maintaining performance reports, forecasting demand, and ensuring contact center metrics meet expectations with a collaborative team approach.

Qualifications

• Associate's Degree or equivalent experience required.
• At least 2 years' experience in a contact center supporting workforce management.
• Intermediate proficiency with Microsoft Word and Excel; Mitel systems experience preferred.

Responsibilities

• Creates and updates all contact center staff schedules, including lunches and breaks
• Updates, in real time, staff schedules to optimize staffing levels
• Real-time monitor contact center performance
• Route callers based on call type, caller, and other business-specific criteria
• Create and maintain contact center performance reports
• Meet at least weekly with department Supervisors and Manager to review performance
• Create and maintain contact center forecast

Education

Associate's Degree or equivalent experience

Tools

Mitel systems

Microsoft Word

Excel

Job description

Health Plans, Inc. in Westborough, MA is seeking a Workforce Analyst to monitor real time call volume and email traffic, distribute work based on staff availability, and manage schedules to ensure timely customer assistance.

The role emphasizes creating and maintaining performance reports, forecasting demand, and ensuring contact center metrics meet expectations with a collaborative team approach.