Our client, a Health Insurance company, is looking for a Workforce Analyst 1 for their Remote location. Responsibilities:

+ Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center to ensure service level objectives are met.

+ Work closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules and staff as needed, ensuring optimum staffing levels.

+ Provide regular reports to management on workload and workforce.

+ Make recommendations for new or updated call/service center technology and process improvements to reduce costs.

+ 25% Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.

+ 25% Identifies call volume trends and averages on an intraday, weekly, monthly, etc. basis.

+ 20% Monitors and responds to queue activity and service levels.

+ 10% Establishes and...