Our Nashville, TN client is seeking a Workforce Analyst for a long term contract to possible hire assignment.
The person will be responsible for servicing a multi-skilled call center in the healthcare industry. The primary goal and responsibility of the Workforce Analyst is to maximize call center performance through managing call volume and staffing. The Workforce Analyst will work closely with IT/Telecom in first contact troubleshooting.
Ideal candidate will have a strong understanding of call center metrics including service level, abandon rates and occupancy and key performance indicators (KPI’s). In addition to managing the daily call volume, candidate(s) will be able to perform forecasting, trending and other data analysis. The candidate(s) are expected to be self-motivated, proactive, and solution oriented.
JOB REQUIREMENTS:
Monitors breaks, lunch, and work schedules and recommends staffing level changes for call volume; collects, computes and reports daily performance metrics.
Analyze call volumes and patterns to determine a change in member behavior
Analyze trends and provide input on improving call center metrics including service levels, abandon rates and occupancy.
Performs accurate computations and verification of data and metrics from reports, databases, and other systems.
Create statistical reports and key performance indicator (KDP) tracking, monitors workforce and service levels.
Projects call volumes for intra-day, daily, and weekly call volume using MS Excel and other available tools.
Performs independent research projects, compiles and analyzes data, and makes recommendations on proper courses of action.
Conducts modeling, forecasting, trending, variance analysis, business case development, and other financial and operational analysis (e.g., operational effectiveness, budget, resource, workload, workforce and capacity utilization, etc.).
Assists departmental/ supervisors in the installation of new procedures and techniques designed to improve call volume flow.
Assists to determine future staffing and operational capacity.
Please visit us on the web at http://www.frontlinesourcegroup.com
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Equal Opportunity Employer, M/F/V/D. Candidates must have authorization to work in the U.S. Clients will not sponsor visas.
Frontline Source Group™ is one of the fastest growing Information Technology, Accounting, Legal, Human Resources, Administrative, and Clerical staffing and direct hire firms with offices throughout Texas (Arlington, Austin, Dallas, Fort Worth, Plano, Houston Galleria, Lewisville, West Houston, San Antonio, Sugar Land, and The Woodlands), Tennessee (Nashville and Brentwood), and Arizona (Phoenix and Scottsdale).
Frontline specializes in matching top talent with companies for direct, contract, and contract-to-hire placements. We work with clients and candidates in all areas of the United States and Canada.