Centivo · 19 hours ago
Member Care Workforce Analyst
Buffalo
Full-time
Hybrid
Entry, Mid Level
$60K/yr - $65K/yr
2+ years expCentivo is an innovative health plan focused on providing affordable, high-quality healthcare. The Workforce Management Analyst is responsible for creating and maintaining daily schedules for the Member Care call center, ensuring service level agreements are met and optimizing workforce performance through real-time monitoring and data analysis.
Health CareInformation TechnologyMedical
Responsibilities
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
Qualification
Required
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 from 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
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
Experience configuring call routing and skills rules in the Automatic Call Distributor (ACD)
Advanced MS Excel
Experience working with JIRA and building JIRA boards
Company
Centivo
Centivo offers a digital health plan aimed at self-funded employers looking to provide employees with care.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$226.4MKey Investors
Morgan HealthB CapitalBain Capital Ventures
2024-09-24Series Unknown· $75M
2024-09-24Debt Financing
2022-07-19Series B· $30M
Leadership Team
Alan Cohen
Chief Product Officer & Co-Founder
Wayne Jenkin
Chief Medical Officer
Recent News
2025-08-26
2025-08-20
Company Ventures
2025-08-12
Company data provided by crunchbase