[Remote] Member Care Workforce Analyst at Centivo

The Workforce Management Analyst is responsible for creating and maintaining daily schedules for the call center, encompassing inbound, outbound, and back-office channels, including schedule recommendations for new-hire representatives. They will perform real-time monitoring duties, adjusting representative routing, managing schedule adjustments, and monitoring service level agreements. The analyst will monitor daily attendance, intraday queue performance, and schedule adherence, adjusting schedules and work assignments to ensure goals are met. They will also provide root cause analysis and post-mortem reviews when service level agreements are not met, ensuring that service level agreements are consistently met by scheduling agents for calls, chats, and emails across multiple locations. Furthermore, the analyst will analyze PTO submissions and approve or deny them based on business needs in collaboration with the Workforce Management and Supervisor Team, serve as the point of contact to identify unexpected changes that may require scheduling adjustments and task reprioritization, and collaborate with management to identify workforce optimization opportunities during daily and weekly huddles.