Job Description

Position Purpose: The Contact Center Workforce Analyst provides decision making information by collecting, analyzing and reporting call center data.

  • Collects, analyzes, and interprets provider data
  • Performs call statistics reporting and analysis
  • Provides ad hoc reporting for department staff and executives
  • Query data from MED/MC, Care Radius, Avaya, and other applications
  • Produce, set up, and distribute company-wide appropriate communications
  • Monitor workflow for correctness and report information that may fail
  • Collects data for forecasting, budgeting, and day-to-day operations
  • Ensure staffing levels coincide with Call Center Volume requirements
  • Identifies opportunities to streamline processes


  • College degree (BS or Associates) in Business Administration, Computer Science or experience in a related field.

Years of Experience:

  • At least 2 years of call center experience.
  • Experience with Workforce Management (Avaya, AACC a plus).
  • Medicaid and Medicare familiarity helpful.
  • Experience with call recording systems.

Specialized Knowledge:

  • Knowledge of Avaya functionality
  • Intimate knowledge of MED/MC, Care Radius preferred
  • Advanced knowledge of Microsoft Excel and Access
  • Knowledge of PowerPoint and Word
  • Analytical and organizational skills
  • Positive, energetic attitude
  • Schedule flexibility within core hours of 5am to 8pm when requested
  • Accomplish goals with minimal supervision

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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