Real-Time Workforce Analyst – Center Optimization

Health Plans, Inc.; Westborough (MA); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

401(k) and Bonuses

Generous Paid-Time Off

Volunteer opportunities

Job summary

Health Plans, Inc. in Westborough, MA is seeking a Workforce Analyst to monitor and optimize real-time contact center operations. You will forecast staffing, build schedules, and generate performance reports to support decision-making and improve service levels.

Ideal candidates have an Associate's degree or equivalent, at least two years in a contact center workforce management role, and strong Excel skills. Experience with Mitel is a bonus.

Qualifications

• Associate’s degree or equivalent work experience.
• Minimum of two years’ experience in a contact center supporting workforce management.
• Experience with workforce management and data reporting is preferred.

Responsibilities

• Develop, maintain, and optimize contact center staffing schedules and shift coverage.
• Make real-time workforce adjustments based on call volume and service demands.
• Monitor real-time performance metrics and identify trends and risks.
• Manage call routing to ensure efficient handling of inquiries.
• Create and maintain workforce and performance reports for decision-making.
• Collaborate with Supervisors to review staffing effectiveness and SLAs.
• Forecast call volume and staffing needs for current and future needs.

Skills

Excel

Workforce management

Education

Associate’s degree or equivalent work experience

Tools

Mitel systems

Job description

Health Plans, Inc. in Westborough, MA is seeking a Workforce Analyst to monitor and optimize real-time contact center operations. You will forecast staffing, build schedules, and generate performance reports to support decision-making and improve service levels.

Ideal candidates have an Associate's degree or equivalent, at least two years in a contact center workforce management role, and strong Excel skills. Experience with Mitel is a bonus.