Contact Center Analyst (Remote)

About the role

This full-time, work-from-home position based in Pennsylvania supports Geisinger Health Plan’s contact center operations by monitoring real-time performance, forecasting workloads, and optimizing staffing strategies.

Responsibilities

• Monitor real-time call and non-call performance to ensure service levels are met.
• Alert management to discrepancies or real-time changes in service levels.
• Establish and maintain communication channels regarding events that impact call volume.
• Provide consultation to supervisors on staffing and volumes using staffing models for new or adjusted forecasted assumptions; coach and train on resource planning policies and procedures.
• Develop and maintain short-term and strategic forecasts/capacity plans for inbound/outbound contact and non-call work volumes and staffing requirements based on historical trends and business growth objectives.
• Ensure forecasts and capacity plans are generated in a timely and precise fashion.
• Forecast call volumes, analyze historical call volume, project budgetary expenses, and assist with training and new hire projections.
• Communicate forecasted workload, changes, assumptions, and inputs clearly and effectively.
• Understand, formulate, incorporate, and plan workload based on key drivers of volume, analysis, and data.
• Build staffing strategies that support a multi-site, multi-skilled contact center.
• Investigate, analyze, and compile data; develop reports to integrate, extract, and present data in the desired format.
• Perform trend analyses, projections, and graphical presentations of pertinent results.
• Ensure accuracy and validity of data used in all reports and analyses.
• Identify, create, and provide reports and analysis to PCC leadership to assist in making informed business decisions and drive awareness and accountability for key factors impacting service performance.
• Create strategic recommendations to improve productivity while balancing service levels and costs.
• Develop and maintain call flows for applicable inbound phone lines; recommend message-of-the-day and/or hold/queue messaging updates based on trends or planned/unplanned events.
• Collaborate with IT and Telecom teams on all call routing, including setup for new plans, changes to existing routing, troubleshooting, and testing.
• Conduct regular audits of agents, their shifts, skills/attribute assignments, and vacation groups/times.
• Maintain the WFM tools/platform utilized for forecasting and scheduling.
• Coordinate with vendor workforce management to balance contact volumes and staffing needs.
• Maintain events calendar, tactical staffing plan, and outage system; ensure impacts to the business are captured, analyzed, and recommendations on staffing are delivered in a timely manner.
• Develop and maintain appropriate documentation and/or procedure manuals as needed.
• Troubleshoot call routing/delivery issues and anomalies, acting as first-level support before engaging Telecom and Network Support.
• Develop and maintain disaster contingency plans and implement as needed.
• Work with vendor/internal Voice Systems and IT teams to ensure all queues can be routed to alternate sites as needed and that plans are in place for system outages or downtime.
• Coordinate testing plans at least annually.
• Identify/confirm system issues/outages, assess impact, implement contingencies, gather data for troubleshooting, engage appropriate IT personnel, and communicate updates to leadership.
• Assist with obtaining root cause analysis once issues are resolved.

Requirements

• Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).
• Work is typically performed in an office environment.
• Accountable for satisfying all job-specific obligations and complying with all organization policies and procedures.