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Workforce Management Queue Performance Analyst
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Job Description
- Req#: IRXMof5hIPak
Employer Industry: Healthcare Navigation Organization
Why consider this job opportunity:
- Competitive base and incentive compensation
- Comprehensive health, vision, and dental coverage, along with life insurance and additional benefits
- 401(k) plan with up to 4% employer match and full vesting on day one
- Paid Time Off (PTO), 7 paid holidays, parental leave, and paid sabbaticals
- Opportunities for professional development, including tuition reimbursement and leadership training
- Modern workplace environment with a casual dress code and various amenities
What to Expect (Job Responsibilities):
- Assess and improve contact and PSR real-time performance metrics, staffing levels, and root cause analysis
- Monitor queue performance management functions, including threshold monitoring and reporting
- Collaborate with the WFM Senior Performance Analyst on volume and staffing trends
- Execute intraday ACD routing strategies and manage schedule exceptions
- Provide insights into contact center operations and develop comprehensive data solutions
What is Required (Qualifications):
- Bachelor’s Degree in Business or equivalent experience (minimum of 2 years in Workforce Management Queue Performance Analyst role)
- Proficient with Microsoft Office applications, especially Excel
- Strong problem-solving, critical thinking, and analytical skills
- Ability to maintain confidentiality and manage multiple priorities
- Experience with Workforce Management systems (e.g., Verint, Aspect eWFM)
How to Stand Out (Preferred Qualifications):
- Expertise in Verint application or equivalent WFM software
- Experience working with large datasets and databases
- Demonstrated ability to identify problems and recommend solutions
- Excellent written and verbal communication skills
- Strong administrative and technical skills
#HealthcareNavigation #WorkforceManagement #CareerGrowth #CompetitiveBenefits #DataAnalysisAbout the company
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