Workforce Analyst
About the role
Do you envision working for a company that has the expertise of a long-standing industry leader, but the spirit of an entrepreneur? Does the thought of making a real impact motivate and energize you? If so, HPI is the place for you. Join a team that values integrity, flexibility, loyalty, compassion and dedication—we can’t wait to meet you. HPI is a respected industry leader that’s been serving customers for over 44 years, known for innovation and adaptability. As a third‑party administrator, we offer a suite of health and benefit solutions to employers. By joining HPI, you’ll contribute to ideas that make a real difference for employers and employees nationwide. We foster a supportive and inclusive work environment where innovation thrives, investing in our team’s growth and well‑being to ensure exceptional service.
Responsibilities
- Monitor, manage, and optimize real‑time contact center operations to ensure service levels and performance goals are consistently achieved.
- Track call volume and email traffic.
- Manage staff schedules.
- Allocate resources based on workload demands, employee availability, and skill sets.
- Develop, analyze, and maintain workforce and customer service performance reports.
- Forecast staffing needs and operational trends to ensure timely, high‑quality support.
- Provide data‑driven insights and recommendations to improve workforce efficiency, enhance the customer experience, and achieve critical contact center performance metrics (partner with Contact Center leadership).
- Monitor intraday operations and make real‑time staffing adjustments in partnership with Supervisors to meet service level objectives.
- Develop, maintain, and optimize contact center staffing schedules, including shift assignments, lunches, and break coverage, to ensure exceptional service levels.
- Make real‑time workforce management adjustments based on call volume, service demands, and operational priorities to maximize efficiency and customer experience.
- Monitor contact center performance metrics in real time, proactively identifying trends, risks, and opportunities for improvement.
- Manage and optimize call routing strategies, ensuring customers are directed to the appropriate resources based on call type,