Senior Workforce Management Analyst

Job Summary

Delivering advanced reporting and predictive insights, the full-time Remote Senior Workforce Management Analyst will transform complex data into actionable intelligence for a 24/7 contact center operation, supporting approximately 300 agents and 250,000 members.

Key responsibilities

• Develop and maintain performance reports and dashboards for contact center operations, focusing on key metrics such as service level and adherence
• Conduct advanced analysis to identify trends and opportunities for improving member experience and operational efficiency
• Ensure compliance with CMS guidelines and support audit requests by maintaining data accuracy and integrity across various platforms

Required qualifications

• 5+ years of experience in contact center analytics or workforce management, preferably in healthcare or a regulated industry
• Proficiency in SQL and advanced Excel for data analysis and reporting automation
• Experience designing and maintaining BI dashboards using tools like Power BI or Tableau
• Bachelor's degree in Data Analytics, Business Intelligence, or a related field, or equivalent experience
• Ability to work extended hours during peak enrollment periods, such as AEP