Workforce Analyst - Payee Support Contact Center

Workforce Analyst - Payee Support Contact Center

The Workforce Analyst - Payee Support Contact Center will be responsible for supporting the operational stability of global customer support functions. This role involves continuous monitoring of real-time performance metrics to ensure service levels are met across all communication channels (e.g., inbound phone, email, casework).

The Workforce Analyst - Payee Support Contact Center identifies deviations in performance, communicates findings to stakeholders, and facilitates timely adjustments to schedules and skilling. This position will also be responsible for analyzing operational data such as volume trends, productivity, and absenteeism to inform short-term planning and performance recalibration. Collaboration with cross-functional teams is a key component of this position.

What You'll Do:

• Monitor Performance: Continuously monitor real-time metrics, including contact volumes, agent productivity, service levels, and adherence.
• Analysis: Conduct short-term performance analysis and re-forecast expectations for the current week based on observed trends.
• Alert Stakeholders: Identify performance deviations and notify relevant stakeholders to support timely operational decisions.
• Raise the Flag: Recommend intraday schedule and staffing adjustments based on real-time data to maintain efficiency.
• Incident Response: Respond to real-time operational disruptions, such as volume surges or system outages, to uphold service standards.
• Communication: Act as the central point of contact for real-time updates, ensuring consistent and accurate communication across teams.
• Reporting: Produce intraday reports detailing key metrics, forecast variances, and operational challenges, along with recommendations for improvement.

What You'll Bring to Zelis:

• 3+ years experience as a Workforce Management Analyst or a Real-Time Management Analyst
• Data analytics experience required with the ability to interpret real-time data to develop actionable insights
• Experience writing/running queries preferred
• Experience running data out of CXone, Salesforce and/or Jira preferred
• Business process outsourcing (BPO) contact center experience helpful

Core Competencies:

• Demonstrates agility in fast-paced environments and makes informed decisions quickly.
• Proactively identifies and mitigates potential performance issues.
• Communicates clearly and effectively with stakeholders to ensure alignment on real-time operational changes.
• Maintains high attention to detail and bases decisions on accurate, current data.
• Proficient in workforce management platforms and real-time monitoring tools

Location and Workplace Flexibility:

We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.

Equal Employment Opportunity:

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.