Lead Analyst - Call Center WFM

This position will be responsible for contact center forecasting, productivity reporting and analytics, providing complex information with broad operating latitude. The person in this role should be well versed in call routing, workflows and IVR prompts. They should be able to configure the system and understand how to test and validate changes that will make the call center teams more efficient and accurate. Responsibilities include:

• Maintaining call center performance by determining business requirements; developing business applications and human resources strategies; monitoring and improving performance.
• Determining business requirements by examining business objectives and needs; interviewing managers; forecasting planning factors, including service levels, call volume, call patterns, call response capacity, staffing, staff productivity, workforce management systems, workflow, payroll, existing and potential customers, customers' history, and calling information.
• Improving performance by analyzing results regarding strategies involving production and customer interaction platforms, operational call routing, computer telephony integration (CTI), automatic call distribution (ACD), interactive voice response (IVR), and workforce management.

• Bachelor’s degree
• 5+ years of experience in contact center analysis
• 2 years of experience in healthcare/health insurance environment.