Member Care Workforce Analyst

We exist for workers and their employers -- who are the backbone of our economy. That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.

Summary of role:

The Workforce Management Analyst is responsible for creating and maintaining daily schedules for the Member Care call center, encompassing inbound, outbound, and back-office channels. This role involves performing real-time monitoring duties, tracking daily attendance, Average Handled Time (AHT), intraday queue performance, schedule adherence, occupancy, and other Workforce KPIs. The Analyst will adjust schedules and work assignments to ensure goals are met, and service level agreements are achieved by scheduling agents for calls, chats, and emails in several contact center platforms.

Key responsibilities include analyzing PTO submissions and approving or denying them based on business needs, in collaboration with the Workforce Management Lead and Supervisor Team in Member Care. The Analyst will serve as the point of contact for identifying unexpected changes that may require scheduling adjustments and task reprioritization. Additionally, the role involves collaborating with management to identify workforce optimization opportunities during daily and weekly huddles, and monitoring and reporting weekly CRM case activity in the weekly summary. They will also work with the Workforce Management Lead to complete the weekly reports on Member Care performance and preparation of a monthly executive summary.

Furthermore, the Workforce Management Analyst will assist with the basic setup and configuration of users and backend tables in Amazon Connect. They will also participate in the testing of new technologies and any system enhancements being implemented with AWS and within Centivo.

Responsibilities Include:

• Create and maintain daily schedules for the call center, including inbound, outbound, and back-office channels. Includes schedule recommendations for new-hire representatives to best support call volumes.

• Perform real-time monitoring duties which includes but not limited to adjusting representative routing, moving representatives between call queues, managing schedule adjustments and monitoring SLA’s

• Make recommendations and quick decisions on representative routing throughout all operating hours

• Monitor daily attendance, intraday queue performance, schedule adherence, occupancy, and other Workforce KPIs; adjust schedules and work assignments to ensure goals are met.

• Provide root cause analysis and postmortem reviews when SLA’s are not met.

• Pull raw data to develop and modify weekly reports on call center performance that include but are not limited to call statistics (AHT, Hold Time, ASA, etc.), adherence reporting, representative performance etc.

• Ensure that service level agreements are met by scheduling agents for calls, chats, and emails across multiple locations.

• Analyze PTO submissions and approve/deny based on business needs in review with the Workforce Management and Supervisor Team in member care.

• Serve as the point of contact to identify unexpected changes which might require scheduling changes and reprioritization of tasks.

• Collaborate with management to identify workforce optimization opportunities during daily and weekly huddles. Makes recommendations to management team on how to improve schedule optimization and improve phone performance.

• Monitor and report weekly CRM case activity in the weekly summary and work with the Workforce Management Lead to complete the monthly executive summary of Member Care performance.

• Participate in testing and implementing new technologies and system enhancements.

Qualifications:

Required Skills and Abilities:

• Skilled in Amazon Connect and Excel with proven ability to execute V-Lookups, build complex Pivot Tables and Data Visualization. Strong knowledge of Excel formulas and ability to merge multiple data sets.

• Ability to work autonomously and independently make quick decisions with minimal supervision.

• Proven ability to manage multiple commitments and deadlines with reliability and attention to detail, ensuring timely completion or proactive issue resolution.

• Adaptable and proactive in addressing shifting priorities within the organization or department, ensuring any concerns about existing commitments are raised promptly for collaborative resolution.

• Strong written and oral communication skills.

• Expertise in creating and maintaining operational reporting.

• Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying complex or technical information in a manner that others can understand, as well as ability to understand and interpret complex information form others, including but not limited to reimbursement policy standards

• Strong interpersonal skills, establishing rapport, and working well with others

• Present concise, well‑structured updates and analyses to senior leadership, including ad‑hoc presentations in collaboration with Member Care leadership.

Education and Experience:

• Minimum of 2 years working in an omnichannel, Contact Center Workforce Management role.

• Experience developing Contact Center reporting, including strong knowledge in Contact Center metrics.

• Deep experience with the Amazon Connect WFM platform is preferred. However, Calabrio, Avaya, or Five9/VO, NICE InContact will be considered.

• Experience measuring real-time performance for a larger customer service team of 100 agents or more.

• Experience managing, editing, and making recommendations for the current IVR and future automation enhancements.

Preferred Qualifications:

• Experience configuring call routing and skills rules in the Automatic Call Distributor (ACD).

• Advanced MS Excel

• Experience working with JIRA and building JIRA boards

Work Location and Status:

• An ideal candidate would be based full-time in the Buffalo office; however, qualified candidates who can support a contact center team operating in the U.S. Eastern Time Zone may be considered for a remote position.

Centivo Values:

• Resilient – This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient ensures we don’t give up.

• Uncommon - The status quo stinks so we had to go out and build something better. We know the healthcare system. It isn't working for members, employers, and providers. So we're building it from scratch, from the ground up. Our focus is on making things better for them while also improving clinical results - which is bold and uncommon. 

• Positive – We care about each other. It takes energy to do hard stuff, build something better and to be resilient and unconventional while doing it. Because of that, we make sure we give kudos freely and feedback with care. When our tank gets low, a team member is there to be a source of new energy. We celebrate together. We are supportive, generous, humble, and positive.

Who we are:

Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com.

Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.