Member Care Workforce Analyst

Centivo(3 months ago)

BuffaloOnsiteFull TimeMedior$60,000 - $65,000Operations

About this role

The Member Care Workforce Analyst at Centivo is responsible for creating and maintaining daily schedules for the call center, ensuring optimal coverage across inbound, outbound, and back-office operations. The role involves real-time monitoring of workforce performance metrics, adjusting schedules based on attendance and SLA requirements, as well as analyzing PTO requests in collaboration with management. Additionally, the analyst will assist in user configuration within various systems and partake in the testing of new technologies to enhance operational efficiency. Prior experience in Workforce Management within a contact center environment, along with proficiency in WFM platforms and Excel, is essential for success in this role.

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Required Skills

Workforce Scheduling
Real-Time Monitoring
Attendance Tracking
Queue Performance
Schedule Adherence
Occupancy Analysis
Root Cause Analysis
Service Level Agreements
PTO Analysis
Task Reprioritization

+19 more

About Centivo

centivo.com

Centivo is an innovative health plan designed specifically for self-funded employers, emphasizing the belief that everyone deserves quality healthcare at an affordable price. Founded with a focus on primary care, Centivo aims to provide plans that eliminate deductibles, offer free primary care, and maintain low, predictable copays for members. By centering care around established primary care relationships, the company strives to improve health outcomes while lowering overall medical costs. It serves employers, members, advisors, and providers, aiming to create a seamless and beneficial healthcare experience.