Contact Center Workforce Analyst
Are you excited to step into a complex world that requires a blend of mind, heart and flexibility? We at CareOregon have been strengthening communities since 1994 by making health care work for everyone. As a nonprofit health plan largely focused on Oregon’s Medicaid population, we find fulfillment in supporting the underserved.
General Statement of Duties
The Workforce Management Analyst is responsible for all contact center workforce resource planning, including forecasting staffing needs and scheduling. This includes implementing real-time adjustments. The position leverages expert knowledge of contact center capacity management and partners closely with the Customer Service team and leadership to ensure that the contact center is staffed with the right people, with the right skills, at the right time to meet or exceed service level objectives.
Prepare accurate forecasts and budgets for call and non-call staff workload.
Coordinate all scheduling activities including shift bids, vacation bids and strategies to mitigate shrinkage (e.g., breaks, holidays, sick time, paid time off, team meetings, training, etc.).
Analyze contact volume patterns by line of business, channel, service tier, service level agreements and agent skill to ensure adequate staffing levels and effective resource allocation.
Monitor business, resource and seasonal changes and trends and create predictive resource plans.
Analyze and report on forecasting accuracy, comparing expected versus experienced contact center performance results; adjust forecasting models accordingly.
Partner with the Customer Experience team and leadership to identify opportunities to improve resource utilization.
Partner closely with Customer Service leadership and trainers to align forecasting models and staffing allocation with Customer Service Representative skill levels; predict and resolve skill gaps.
Actively manage and develop the workforce management software, owning the relationship with the supplier and participating in user groups to identify and implement new ideas for best practices.
Essential Department and Organizational Functions
Propose and implement process improvements.
Meet deadlines for completion of workload.
Maintain agreed upon work schedule.
Demonstrate cooperation and teamwork.
Provide cross-training on specific job responsibilities.
Meet identified business goals that contribute to departmental goals.
Perform other duties as needed.
Knowledge, Skills and Abilities Required
Ability to create complex forecasting, capacity planning and scheduling for a contact center with the intent to achieve customer experience and service level objectives in a cost-effective manner
Expert skills using contact center workforce management technology from industry leading providers such as NICE, Verint, Calabrio, Genesys or Aspect
Expert skill in Microsoft Excel, specifically related to forecasting, scenario modeling and statistics
Strong skills in Microsoft Word and PowerPoint
Knowledge of Automatic Call Distributor (ACD) technology, especially from industry leading providers such as NICE inContact, Five9, Aspect or Genesys
Ability to think analytically, apply analytical techniques, provide in-depth analysis, and interpret information
Problem-solving skills including the ability to see trends and patterns in data as well as develop and implement an improved course of action
Ability to proactively identify ways to improve customer service speed, cost and quality
Excellent oral and written communication skills
Ability to work under pressure in a complex and rapidly changing environment
Ability to work effectively in an environment with diverse individuals and groups
Ability to comply with and support organizational policies, procedures and guidelines
Ability to proactively work to build and improve team operations
Ability to participate fully and constructively in organizational meetings and contribute to departmental decisions
Ability to participate in and occasionally manage projects with minimal guidance
Physical Skills and Abilities
Lifting/Carrying up to 10 Pounds
Pushing/Pulling up to 0 Pounds
Pinching/Retrieving Small Objects
More than 6 hours/day
More than 6 hours/day
More than 6 hours/day
Cognitive and Other Skills and Abilities
Ability to focus on and comprehend information, learn new skills and abilities, assess a situation and seek or determine appropriate resolution, accept managerial direction and feedback, and tolerate and manage stress.
Education and/or Experience
Minimum 3 years’ experience using contact center workforce management technology, as well as tools such as Microsoft Excel for scenario modeling. Experience should include 2 years of forecasting, capacity planning and scheduling for a contact center.
Experience with health care and/or insurance customer service
Experience with NICE, Verint, Calabrio, Genesys or Aspect technologies
Certification from the Society of Workforce Planning Professionals, International Customer Management Institute or similar credential
Environment: This position’s primary responsibilities typically take place in the following environment(s) (check all that apply on a regular basis):
☒ Inside/office ☐ Clinics/health facilities ☐ Member homes
Travel: This position may include occasional required or optional travel outside of the workplace, in which the employee’s personal vehicle, local transit, or other means of transportation may be used.
Equipment: General office equipment
Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment
Veterans are strongly encouraged to apply.
Equal opportunity employer. This company considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.