About the job
At Centivo, we are dedicated to empowering workers and their employers, who form the backbone of our economy. Our mission is to provide accessible, high-quality healthcare to the millions who find it challenging to manage their healthcare expenses.
Role Overview:
As the Member Care Workforce Analyst, you will play a crucial role in developing and overseeing daily schedules for our Member Care call center, which includes inbound, outbound, and back-office operations. Your responsibilities will encompass real-time monitoring, attendance tracking, and analyzing key performance indicators such as Average Handle Time (AHT), queue performance, schedule adherence, and occupancy rates. You will proactively adjust schedules and assignments to meet service level agreements by effectively scheduling agents for various communication channels including calls, chats, and emails across multiple contact center platforms.
You will collaborate closely with the Workforce Management Lead and Supervisor Team to analyze and manage PTO requests, ensuring they align with business needs. As the point of contact for unexpected changes, you will identify necessary scheduling adjustments and reprioritize tasks as needed. Additionally, you will work with management to uncover workforce optimization opportunities during daily and weekly huddles. Monitoring and reporting on weekly CRM case activity will also be a key aspect of your role, along with assisting in the preparation of weekly performance reports and monthly executive summaries.
Furthermore, you will assist in the initial setup and configuration of user accounts and backend tables in Amazon Connect, and participate in testing new technologies and system enhancements being implemented with AWS and within Centivo.
Key Responsibilities:
- Develop and maintain daily call center schedules, including inbound, outbound, and back-office operations. This includes crafting schedule recommendations for new-hire representatives to optimize call volume support.
- Perform real-time monitoring, which includes adjusting representative routing, moving representatives between call queues, managing schedule adjustments, and ensuring compliance with SLAs.
- Make timely recommendations and decisions regarding representative routing throughout all operating hours.
- Monitor daily attendance, intraday queue performance, schedule adherence, occupancy, and other KPIs; adjust schedules accordingly to ensure optimal performance.

