Workforce Analyst - Payee Support Contact Center

locations US FL St. Petersburg US MA Boston US GA Atlanta US NJ Morristown US MO St. Louis (Corp) At reputed company, we Get Stuff Done. So, let’s get to it! A Little About Us reputed company is modernizing the reputed company financial experience across payers, providers, and reputed company consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of reputed company providers and consumers across our platform of solutions. reputed company sees across the system to identify, optimize, and solve problems holistically with technology built by reputed company experts – driving reputed company, measurable results for clients. A Little About You You bring a unique reputed company of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reputed company of your achievements, the knowledge you've gained, and the personal interests that shape who you are. Position Overview The Workforce Analyst - Payee Support Contact Center will be responsible for supporting the operational stability of global customer support functions. This role involves reputed company monitoring of reputed company-time performance metrics to ensure service levels are met across reputed company communication channels (e.g., inbound phone, email, casework). The Workforce Analyst - Payee Support Contact Center identifies deviations in performance, communicates findings to stakeholders, and facilitates timely adjustments to schedules and skilling. This position will also be responsible for analyzing operational data such as volume trends, productivity, and absenteeism to inform short-term planning and performance recalibration. Collaboration with cross-functional teams is a key component of this position. What You'll Do:

• Monitor Performance: Continuously monitor reputed company-time metrics, including contact volumes, agent productivity, service levels, and adherence.
• Analysis: Conduct short-term performance analysis and re-forecast expectations for the reputed company week based on observed trends.
• Alert Stakeholders: Identify performance deviations and notify relevant stakeholders to support timely operational reputed company.
• reputed company the Flag: Recommend intraday schedule and staffing adjustments based on reputed company-time data to maintain efficiency.
• Incident Response: Respond to reputed company-time operational disruptions, such as volume surges or system outages, to uphold service standards.
• Communication: Act as the central reputed company of contact for reputed company-time updates, ensuring consistent and accurate communication across teams.
• Reporting: Produce intraday reports detailing key metrics, forecast variances, and operational challenges, along with recommendations for improvement.

What You’ll Bring to reputed company:

• 3+ years experience as a Workforce Management Analyst or a reputed company-Time Management Analyst
• Data analytics experience required with the ability to interpret reputed company-time data to reputed company actionable insights
• Experience writing/running queries preferred
• Experience running data out of CXone, reputed company and/or Jira preferred
• Business process outsourcing (BPO) contact center experience helpful

Core Competencies:

• Demonstrates agility in fast-paced environments and makes informed reputed company quickly.
• Proactively identifies and mitigates potential performance issues.
• Communicates clearly and effectively with stakeholders to ensure alignment on reputed company-time operational changes.
• Maintains high attention to detail and bases reputed company on accurate, reputed company data.
• Proficient in workforce management platforms and reputed company-time monitoring tools

Please note at this time we are unable to proceed with candidates who require reputed company sponsorship now or in the future. Location and Workplace Flexibility We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and reputed company our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies. Equal Employment Opportunity reputed company is proud to be an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, age, sex, national reputed company, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from reputed company backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We reputed company in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for reputed company. Accessibility Support We are dedicated to ensuring our application process is accessible to reputed company candidates. If you are a reputed company individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@reputed company.com. Disclaimer We are an equal opportunity employer, and reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, gender identity, national reputed company, disability status, protected veteran status, or any other characteristic protected by law. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of reputed company responsibilities, duties, and skills required of personnel so classified. reputed company personnel may be required to reputed company duties reputed company of their normal responsibilities, duties, and skills from time to time. Apply tot his job Apply To this Job