Senior Analyst, Member Care Analytics

Ensure efficient contact center operations through analytics and capacity planning.

• •The Senior Analyst, Member Care Analytics role is pivotal in ensuring the efficient operation of the contact center.
• •Key Responsibilities Create and maintain a capacity plan for the contact center, including workload forecasts and staffing allocations.
• •Perform continual analysis of current performance, utilizing historical trends, and conduct frequent re-forecasting to make necessary adjustments in staffing plans.
• •Support the Centivo Member Care Team using data and root cause analysis to make recommendations for process changes.
• •Lead the development and analysis of departmental reports to identify trends and drive performance improvements in the contact center.
• •Participate in the assessment of new technologies, new vendors, and any system enhancements being considered.
• •Requirements Advanced problem-solving skills demonstrated by researching and resolving operational issues in a timely and accurate manner.
• •Demonstrated ability to work in a fast-paced environment managing multiple issues with the pressure of production schedules and deadlines.
• •Proficiency in Microsoft Office applications and other web-based software applications.
• •Excellent verbal and written communication skills.