Member Care Workforce Analyst

Manages schedules and monitors performance for the Member Care call center.

• •The Workforce Management Analyst creates and maintains daily schedules for the Member Care call center, encompassing inbound, outbound, and back-office channels.
• •This role involves performing real-time monitoring duties, tracking daily attendance, and adjusting schedules to ensure goals are met.
• •Key Responsibilities Create and maintain daily schedules for the call center.
• •Perform real-time monitoring duties.
• •Monitor daily attendance, intraday queue performance, and schedule adherence.
• •Analyze PTO submissions and approve/deny based on business needs.
• •Requirements Skilled in Amazon Connect and Excel.
• •Strong knowledge of Excel formulas.
• •Ability to merge multiple data sets.