Workforce Analytics Analyst - Patient Service Center

altamed; Anaheim (CA); On-site; USD 69,000 - 86,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision

403(b) Plan

Career Development

Paid Time Off

CME Days

Tail Coverage

Tuition Reimbursement

Employee Discounts

Referral Bonus

Pet Insurance

Job summary

AltaMed is seeking a Workforce Analyst to supply the Patient Service Center (PSC) with data analytics, forecasting, queue management, and ACD support to optimize service levels and reach targets such as first call resolution and Net Promoter Score.

The role involves mining and using data to deliver dashboards, communicating trends to management, and operating the workforce management tool to ensure service levels are met.

Qualifications

• Bachelor's Degree or equivalent combination of education and work experience preferred.
• A minimum of 3 years of progressive experience with analysis, identifying trends, business operations, or analytics in a Contact Center.

Responsibilities

• Generate daily, weekly, and monthly dashboards for PSC metrics.
• Explain trends with root-cause analysis and recommendations.
• Configure and operate the workforce management tool: setup, scheduling, analysis, and forecasting.

Skills

Data analytics

Forecasting

Queue management

ACD tools

Education

Bachelor's Degree or equivalent

Tools

None

Job description

AltaMed is seeking a Workforce Analyst to supply the Patient Service Center (PSC) with data analytics, forecasting, queue management, and ACD support to optimize service levels and reach targets such as first call resolution and Net Promoter Score.

The role involves mining and using data to deliver dashboards, communicating trends to management, and operating the workforce management tool to ensure service levels are met.