Workforce Analyst

Job Summary

A company is looking for a Workforce Analyst, Patient Service Center.

Key Responsibilities

• Monitor and manage call center tasks, providing updates to stakeholders
• Create and maintain optimized schedules to meet business needs and support call routing
• Analyze call volume data and trends to provide insights for performance improvement

Required Qualifications

• High school diploma or equivalent
• 2-4 years of experience in call center workforce management or similar discipline
• Experience with workforce management tools such as Genesys WFM or Aspect
• Strong analytical skills to generate insights for performance improvement
• Ability to build productive internal and external working relationships