Workforce Analyst, Patient Service Center (Remote)
Full Time
California
Posted
Job description
Overview:
Responsibilities:
The Workforce Analyst supplies the Patient Service Center (PSC) with data analytics, forecasting, queue management and additional ACD technology support to optimize service levels and deliver on our first call resolution, access and Net Promoter Score targets. The Workforce Analyst supports the efforts of our PSC by mining, extracting and utilizing appropriate data to deliver daily, weekly and monthly dashboards on all appropriate PSC metrics. The WF Analyst interacts with management and executives to plan, develop and execute on PSC strategic initiatives. The Analyst provides clear communication on trends, recommendations and root-cause analysis for the optimization of a busy contact center environment. This position has primary responsibility for the operation of our workforce management tool, configuring the setup, scheduling, analysis and forecasting functions to ensure service level commitments are met.
Responsibilities:
- Statistical reports and analysis while providing solutions through reports and oral presentations to team members, managers and executives
- In coordination with Leadership to coordinate training to address training needs.
- Identifying and analyzing trends with root-cause analysis.
- Both individual and team contributions with querying large data sets, data validation, creating reports, building and maintaining dashboards
- Recommend and participate in process improvement initiatives.
- Create outbound call/text campaigns in Dialer to support strategic initiatives
- Prepare and submit Service Level and Compliance reports daily, weekly, monthly and quarterly as required.
- Develops and monitors agent schedules to ensure a high level of customer service standards.
- Supports contact center management and staff with ad-hoc supervision when required.
- Ability to adapt to dynamic work environment with changing priorities and deliver analysis in a timely manner.
- Performs other duties as assigned.
- 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.
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