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Workforce Operations and Reporting Analyst
Posted on 1/25/2023
Lehi, UT, USA
Experience Level
Desired Skills
  • 2+ years experience with contact center and WFM software and technology
  • Advanced Excel skills (can write advanced macros)
  • Understanding of call center metrics required
  • SQL knowledge
  • Experience using Five9
  • Experience organizing and manipulating complex datasets
  • Looker/Looker Studio knowledge
  • Coordinate appropriate staffing allocation and availability of our Member Advocate staff to achieve service level goals
  • Run short and medium term forecasting models, including "What If" scenarios, and coordinate important volume contingency action plans
  • Run and analyze reports with the result of making recommendations for adjusting staffing levels to meet departmental efficiency goals
  • Real-time call center management and reporting
  • Complete root-cause analysis to determine and measure reasons for forecast variance and recommend changes to improve forecast accuracy and efficiency
  • Start daily exceptions requests, update schedules and respond to advanced issues and ad-hoc requests
  • Ensure that all reports originating from the Workforce department are accurate and reliable
  • Help with the implementation of new call center technologies
  • Develop reports in detail related to call center performance
Collective Health

201-500 employees

Self funded employer health benefits
Company Overview
Collective Health was founded on the belief that better is possible. Driven by their mission to make understanding, navigating, and paying for care effortless, they've evolved the way health benefits work.
  • Medical, dental, and vision plans
  • Flexible time off
  • Life insurance
  • Retirement plan
  • Paid time off
  • Maternity & paternity leave
  • Free lunch and snacks