Workforce Analyst

Summary: The Workforce Analyst monitors, maintains and tracks real time call volume and email traffic, distributes calls and emails based on staff and skill availability, and manages staff schedules. Additionally, by creating, validating, analyzing and maintaining customer service-specific reports, the Workforce Analyst will forecast call and email volume and available staff to ensure that customers are met with timely assistance from skilled staff members.

The Workforce Analyst is primarily responsible for ensuring contact center metrics meet expectations.

Duties and Responsibilities

(other duties may be assigned):

• 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 Requirements: The ideal candidate will have an Associate's Degree or equivalent experience. Must have at least 2 years' experience in a contact center supporting workforce management, preferably in the healthcare industry. Must be detailed, organized and able to prioritize tasks, work within timeframes and meet deadlines, recognize and maintain confidentiality, work both independently and as part of a team, and communicate in a professional manner. Intermediate proficiency with Microsoft Word and Excel required. Experience using Mitel systems preferred. Working Environment/Physical Demands: The noise level in the work environment is moderate. The employee may occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit, walk, speak, or hear. The employee is frequently required to use hands or feel or handle items as well as reach with hands and arms. The employee is occasionally required to stand. Reasonable Accommodation: Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the duties and responsibilities of the position. EEO/AA/M/F/Vet/Disability Employer