Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Analyst in the Medicare & SNP Sales department.

Key Responsibilities

• Provide timely reports and ongoing operational analysis related to queue performance and staff productivity
• Collaborate with leadership to offer analytical support and recommendations for staffing resources to meet call center objectives
• Maintain high productivity by managing outbound campaigns and ensuring compliance with service excellence standards

Required Qualifications

• High School Diploma required; BA/BS degree preferred
• 2 years of customer service experience required
• 1 year of experience in a healthcare organization required
• Knowledge of call center management best practices and workforce management tools
• Strong knowledge of Microsoft applications, including Outlook, Excel, and Access