2 days ago
• This role must have demonstrated proficiency and proven competencies in workforce management functions including forecasting, capacity planning, scheduling, real-time management, and reporting to ensure resources meet service goals. • Analyzing voice data and making recommendations to improve interactive voice response menus and processes. • Partnering with Leadership team to understand needs and support resourcing plans to successfully meet service levels and optimize performance. • Forecasting for Contact Center and Telephonic Intake utilizing historic data, seasonality, hiring, and projected client volumes/behaviors. • Capacity planning to ensure appropriate resources to meet required internal goals as well as carrier partner service level agreements. • Real-time management, including guidance to management or appropriate others when modification of employee work assignments are needed to support call volumes along with routing calls by client profiles. • Analyzing historical trends, factoring in strategic initiatives, and providing required resource levels to the business areas. • Supporting ad hoc data and analysis requests, designing, preparing, and publishing reports as necessary.
• BA/BS degree or equivalent • 3+ years of Workforce Management preferred • Knowledge of the insurance or financial services industry preferred • Deep understanding of call center operations, terminology, and industry trends preferred • Experience with cloud-based artificial analysis and machine learning platforms preferred • Experience utilizing workforce management software and tools to enhance efficiency and accuracy in scheduling and reporting preferred
• Excellent benefits and wellness programs to support mental, physical, and financial well-being • Generous vacation and sick time • Market-leading paid family, parental, and adoption leave • Partially-paid sabbatical program • Medical plans • Company paid life and AD&D insurance • Disability programs • Retirement and Stock Purchase programs including a 401(k) plan with employer-paid match • Flexible work environment with a friendly, caring, collaborative, and inclusive culture • Great Place to Work® Certified in Canada and the U.S. • Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running
Apply Now2 days ago
1001 - 5000
Business Analyst for BCBSNE, focusing on business strategy and process optimization.
2 days ago
10,000+
Analyzes and improves workflow processes in healthcare revenue cycle management.
🇺🇸 United States – Remote
💵 $22 - $33 / hour
💰 $2G Post-IPO Debt on 2022-05
⏰ Full Time
🟡 Mid-level
🟠 Senior
🧐 Business Analyst
3 days ago
1001 - 5000
Business Analyst role at EMC focusing on insurance requirements and testing.
4 days ago
11 - 50
Technical Business Analyst at a B Corp mattress company enhancing process and solutions.
5 days ago
501 - 1000
Seeking a data-driven Business Analyst for optimizing NetSuite and business processes.
🇺🇸 United States – Remote
💰 $25M Series B on 2017-12
⏰ Full Time
🟡 Mid-level
🟠 Senior
🧐 Business Analyst
🗽 H1B Visa Sponsor