Call Center Analyst

Job Summary

To support optimal call center operations, the full-time remote Call Center Analyst, Workforce Management will manage staffing schedules, analyze call data, and collaborate with leadership to enhance customer experience and meet performance metrics.

Key responsibilities

• Partner with leadership to adjust staffing based on customer experience needs
• Create and maintain schedules for Customer Service staff to ensure optimal coverage
• Monitor call center activity and make real-time recommendations for staffing adjustments

Required qualifications

• Associates Degree or relevant technical certification or two years of work experience
• Two years of call center forecasting and scheduling experience
• Three years of customer service experience
• Experience with Workforce Management software
• Experience in HealthCare Operations