Job Summary
A provider of a healthcare platform service is searching for a person to fill their position for a Remote Business Planning Analyst.
Candidates will be responsible for the following:
- Managing real-time, skillingcall-assignment strategy to assign incoming calls to the most suitable agent
- Creating and maintaining a system to notify leadership of staffing inefficiencies or adherence issues
- Increasing staffing levels or modify call routing to increase service levels
Qualifications for this position include:
- Strong communication skills, able to take unstructured information and structure it
- Flexibility and agility, works well in ambiguous situations, clear understanding of an early stage startup environment
- Ability to work cross functionally across remote teams
- Experience with scheduling forecasting and evaluating call trends, staffing and intraday assessments
- 3+ Years Operations experience in a Contact Center/Production environment
- Proficient in real time adherence management
