Remote Contact Center Workforce Analyst

Health Plans Inc; United States; On-site; USD 38,572 - 41,328; Full time

Benefits offered by this job

Volunteer opportunities

Ergonomic desks

Onsite café

Job summary

Health Plans Inc is hiring a Workforce Analyst to monitor and optimize real-time contact center operations, ensuring service levels are met while forecasting staffing needs.

The role involves developing staffing models, reporting on performance, and collaborating with Supervisors to drive improvements in efficiency and customer satisfaction. Remote, full-time role in the US with a focus on the Westborough area.

Qualifications

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

Responsibilities

• Monitor real-time contact center operations to ensure service levels.
• Forecast staffing needs and adjust schedules to meet workload demands.
• Develop and maintain staffing models and performance reports.
• Provide data-driven insights to improve workforce utilization and customer satisfaction.
• Collaborate with Supervisors and Management to review performance trends and staffing effectiveness.
• Manage call routing strategies to align customers with appropriate resources.

Skills

Analytical skills

Attention to detail

Team collaboration

Education

Associate’s degree or equivalent

Tools

Excel

Job description

Health Plans Inc is hiring a Workforce Analyst to monitor and optimize real-time contact center operations, ensuring service levels are met while forecasting staffing needs.

The role involves developing staffing models, reporting on performance, and collaborating with Supervisors to drive improvements in efficiency and customer satisfaction. Remote, full-time role in the US with a focus on the Westborough area.