Real-Time Workforce Analyst – Contact Center Optimization

Health Plans Inc; Westborough (MA); On-site; USD 39,000 - 41,000; Full time

Benefits offered by this job

Medical, Dental & Vision

401(k)

Paid Time Off

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, manage schedules, and analyze performance data to ensure service levels and efficiency.

The ideal candidate has an Associate’s degree or equivalent and at least two years in workforce management for a contact center, with strong Excel skills and experience with staffing tools like Mitel systems.

Qualifications

• Associate’s degree or equivalent work experience.
• Minimum of two years’ experience in a contact center supporting workforce management.

Responsibilities

• Develop, maintain, and optimize contact center staffing schedules, including shift assignments, lunches, and break coverage, to ensure exceptional service levels.
• Make real-time workforce management adjustments based on call volume, service demands, and operational priorities to maximize efficiency and customer experience.
• Monitor contact center performance metrics in real time, proactively identifying trends, risks, and opportunities for improvement.
• Manage and optimize call routing strategies, ensuring customers are directed to the appropriate resources based on call type, customer needs, and business requirements.
• Create, analyze, and maintain workforce management and contact center performance reports to support operational decision-making.
• Partner regularly with Contact Center Supervisors and Management to review performance trends, staffing effectiveness, and service level outcomes.
• Develop and maintain call volume forecasts and staffing models to support current and future business needs.
• Provide data-driven recommendations to improve workforce utilization, operational efficiency, and customer satisfaction.

Skills

Workforce management

Excel

Education

Associate’s degree or equivalent

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, manage schedules, and analyze performance data to ensure service levels and efficiency.

The ideal candidate has an Associate’s degree or equivalent and at least two years in workforce management for a contact center, with strong Excel skills and experience with staffing tools like Mitel systems.