Jr. Call Center Operations analyst to manage the work schedules for 1000+ staff for an insurance client-3810

Duration: 4 months to start
Actual Job Title: Analyst, Intraday Workforce Optimization
ERC Required
WFH
Note:The regular schedule is a 8hrs shift including 2x15min break and 1x30 min lunch They are on a rotation schedule once they are trained. Schedules are created and shared 2-3 weeks in advance.
Schedule: rotation schedule Monday to Friday 8:00 to 20:00

Role Summary:

• The Analyst, Intraday Workforce Optimization ensures a consistent quality customer service experience for members, sponsors and providers who contact the Customer Care Centre by monitoring all intraday call volume related activities and optimizing resources allocation. This encompasses the management of the work schedules for approximately 1100 Call Centre staff in collaboration with on-site operational and training leadership. You will work in a fast-paced and dynamic environment.

Must haves:

• 2+ years of experience working in a Call Center environment
• Call center experience managing resource allocation, work schedules, forecasting and resource planning

Nice to haves:

• Experience with IEX
• Experience with planning and scheduling tools
• Understanding of queuing theory and call center mathematics
• Flexibility to be scheduled during standard hours of operation