Strategic Workforce Optimization Analyst

2 months ago


Hyderabad, Telangana, India Evernorth Health Services Full time

About Evernorth Health Services

We are a leading provider of pharmacy, care, and benefits solutions that improve health and increase vitality. Our mission is to innovate and make the prediction, prevention, and treatment of illness and disease more accessible to millions of people.

Job Summary:

  • As a Resource Planning Analyst, you will play a critical role in monitoring inbound call traffic and ensuring efficient distribution based on staff availability.
  • Using your analytical skills and call volume reports, you will coordinate and complete real-time capacity planning within the contact/call center.

Key Responsibilities:

  • Analyst call center trends, including call volume, call patterns, staff productivity, and resource allocation.
  • Provides recommendations regarding capacity utilization and effectively enables the operation to meet/exceed operating objectives.
  • Monitors call distribution, product routing, priority levels, and load balancing to optimize service and ensure the most efficient use of resources.
  • Interface with operations and WFM leadership regarding factors impacting performance.
  • Collaborates with matrix partners to ensure objectives and standards are met.

Qualifications:

  • High school Diploma or GED; bachelor's degree preferred.
  • 3+ years' experience in a contact center environment handling Workforce Management function.
  • Knowledge of WFM tools and basic call routing strongly preferred.
  • Must be technically savvy with strong Microsoft Office skills, including intermediate proficiency with Excel.
  • Excellent verbal and written communication skills.
  • Strong analytical skills with the ability to analyze data, evaluate problems/opportunities, and recommend solutions.


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