Workforce Management Specialist – Sr. Analyst

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Workforce Management Specialist – Sr. Analyst for CareCentrix

Some responsibilities include:

• Creation and maintenance of long and short term forecasts (production environment queue work and contact center calling)
• Creation and maintenance of schedules for multiple departments
• Facilitate performance and planning calls/meetings
• Compile summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking, etc.
• Forecast and track volume monthly, weekly, daily and by interval
• Maintain change matrices and discussion tracking files
• Analysis of consolidated staffing plans across multiple departments and potentially multiple lines of business
• Interval, daily, weekly, monthly, annual analysis of historical performance at individual centers and individual departments and lines of business
• Projection of future performance at individual centers, individual departments and for individual lines of business
• Conduct “what if” analysis in order to determine the best strategy for meeting all service and cost goals
• Real time direction of staff movements to ensure maximum efficiency while optimizing service and cost
• Coordinate with various departments and centers on a daily basis on staffing levels and production efficiency maximization as well as issues affecting production
• Ad Hoc analysis
• Special projects as assigned

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