Member Care Workforce Analyst

We exist for workers and their employers -- who are the backbone of our economy. That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.

The Workforce Management Analyst is responsible for creating and maintaining 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, Average Handled Time (AHT), intraday queue performance, schedule adherence, occupancy, and other Workforce KPIs. The Analyst will adjust schedules and work assignments to ensure goals are met, and service level agreements are achieved by scheduling agents for calls, chats, and emails in several contact center platforms.

Key responsibilities include analyzing PTO submissions and approving or denying them based on business needs, in collaboration with the Workforce Management Lead and Supervisor Team in Member Care. The Analyst will serve as the point of contact for identifying unexpected changes that may require scheduling adjustments and task reprioritization. Additionally, the role involves collaborating with management to identify workforce optimization opportunities during daily and weekly huddles, and monitoring and reporting weekly CRM case activity in the weekly summary.

They will also work with the Workforce Management Lead to complete the weekly reports on Member Care performance and preparation of a monthly executive summary.

• Create and maintain daily schedules for the call center, including inbound, outbound, and back-office channels. Includes schedule recommendations for new-hire representatives to best support call volumes.

• Perform real-time monitoring duties which includes but not limited to adjusting representative routing, moving representatives between call queues, managing schedule adjustments and monitoring SLA’s

• Make recommendations and quick decisions on representative routing throughout all operating hours

• Monitor daily attendance, intraday queue performance, schedule adherence, occupancy, and other Workforce KPIs; adjust schedules and work assignments to ensure goals are met.

• Provide root cause analysis and postmortem reviews when SLA’s are not met.

• Pull raw data to develop and modify weekly reports on call center performance that include but are not limited to call statistics (AHT, Hold Time, ASA, etc.), adherence reporting, representative performance etc.

• Ensure that service level agreements are met by scheduling agents for calls, chats, and emails across multiple locations.

• Analyze PTO submissions and approve/deny based on business needs in review with the Workforce Management and Supervisor Team in member care.

• Serve as the point of contact to identify unexpected changes which might require scheduling changes and reprioritization of tasks.

• Collaborate with management to identify workforce optimization opportunities during daily and weekly huddles. Makes recommendations to management team on how to improve schedule optimization and improve phone performance.

• Monitor and report weekly CRM case activity in the weekly summary and work with the Workforce Management Lead to complete the monthly executive summary of Member Care performance.

• Participate in testing and implementing new technologies and system enhancements.

• Skilled in Amazon Connect and Excel with proven ability to execute V-Lookups, build complex Pivot Tables and Data Visualization. Strong knowledge of Excel formulas and ability to merge multiple data sets.

• Ability to work autonomously and independently make quick decisions with minimal supervision.

• Proven ability to manage multiple commitments and deadlines with reliability and attention to detail, ensuring timely completion or proactive issue resolution.

• Adaptable and proactive in addressing shifting priorities within the organization or department, ensuring any concerns about existing commitments are raised promptly for collaborative resolution.

• Strong written and…