Comtec information System Hiring for Workforce Planning Analyst at Remote Full Time

Title: Workforce Planning Analyst
Duration: 3-6 months, Possible extension
Location: 100 percent remote
Standard Hours: – 8 or 9am to 4:30p or 5pm, Possible weekend coverage

JOB DESCRIPTION:

This position is responsible for monitoring Care Management Center (CMC) service levels, call center activity, and resources on a real time basis ensuring service performance goals are consistently achieved. This position will work closely with the leadership of the call center teams on optimization of Automatic Call Distributor (ACD) capabilities, staffing and scheduling and performance reporting.

• Primarily responsible for monitoring call center activity on a real time basis to ensure service level targets are achieved consistently through optimal utilization of resources.
• Supports team leaders with the scheduling of employees, productivity tracking, maintaining work schedules, coordination of off-phone activities, and approval of PTO, overtime and flexible time off.
• Manages the Workforce Management Tool (IEX Totalview) to optimize utilization of resources.
• A level of accountability in the achievement of service performance goals and client specific performance guarantee targets rests with this position.
• Responsible for coordination, production, accuracy and timeliness of ACD agent, team and overall CMC reports for both internal and external distribution.
• Helps coordinate telecommunication changes.
• Use historical call data, interval arrival patterns, average handle times, service level targets, Erlang tables, and other data as necessary to develop forecasts, staffing plans, and schedules that will ensure service level achievement at minimal cost.

Requirements:

• Workforce management background
• Contact/Call center experience
• Microsoft Office experience

Job Types: Full-time, Contract

Salary: $25.00 – $30.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Workforce management: 4 years (Required)
• Contact/Call center: 4 years (Required)
• Care Management Center (CMC): 4 years (Required)

Work Location: Remote