Position Overview

As a Workforce Scheduling Analyst II, you will play a crucial role in optimizing our contact center's scheduling processes. Your analytical skills will help us ensure that our resources are utilized efficiently to meet the demands of our 28 million members. This is a remote position, requiring full-time availability within our operating hours from Monday to Saturday, 7:00 AM to 8:00 PM EST.

Responsibilities

• Analyze contact center workload data to develop effective resourcing and scheduling plans that align with business objectives.
• Evaluate complex scheduling information to create staffing recommendations that maximize efficiency.
• Develop and adjust staffing schedules to meet fluctuating customer demands and ensure operational readiness.
• Monitor and analyze contact center patterns, including volumes and trends, to identify any unexpected absences or operational disruptions.
• Collaborate with management to implement strategies that enhance productivity and service quality.
• Utilize analytical tools and software to support data-driven decision-making processes.

Requirements

• Bachelor's degree in a related field or equivalent experience.
• Proven experience in workforce management, scheduling, or data analysis within a contact center environment.
• Strong analytical skills with the ability to interpret complex data sets.
• Excellent communication skills, both verbal and written.
• Proficiency in scheduling software and Microsoft Excel.
• Ability to work independently and collaboratively in a fast-paced environment.

Benefits

• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match to support your retirement savings.
• Flexible work hours and remote work options.
• Competitive salary commensurate with experience.
• Opportunities for professional development and career advancement.
• Access to wellness programs and employee assistance resources.