Customer Service Analyst

Driving real-time service reliability, the full-time Customer Service Real-time Analyst will monitor performance metrics, execute workforce adjustments, and conduct root cause analyses to enhance patient experience in a remote setting. Key responsibilities Continuously monitor key performance indicators (KPIs) such as Average Handle Time and service levels, using AI for early risk detection and intervention prioritization Execute intraday workforce adjustments in response to demand fluctuations, ensuring compliance and operational control while tracking the effectiveness of interventions Create executive-level reports and dashboards that summarize performance, risks, and recovery actions to support timely decision-making Required qualifications Minimum of five (5) years of workforce management experience focused on queue performance management and scheduling optimization High school diploma or equivalent required; Associate degree in Business Analytics or a related field preferred Advanced proficiency in Microsoft Excel and PowerPoint with the ability to create actionable dashboards Working knowledge of workforce management and contact center platforms such as NICE CXone, Verint, or Genesys Certified Workforce Planning Professional (CWPP) certification preferred