Grounded by a compelling mission, core values, and compassion for people, CDPHP and its family of companies offer a strong foundation for a rewarding career. Established in 1984, CDPHP is a physician-founded, member-focused, and community-based not-for-profit health plan that offers high-quality affordable health insurance to members throughout New York. The company values people, quality, innovation, and community, and its corporate culture supports those values wholeheartedly. CDPHP is committed to fostering a culture of belonging and takes a wholistic approach to diversity, equity, and inclusion. At CDPHP, the employees have a voice and are encouraged to make an impact at both the company and community levels through engagement and volunteer opportunities. CDPHP invests in employees who share these values and invites you to be a part of that experience.

　　The Workforce Management Analyst is responsible to analyze all operational data to ensure each department is running at optimal efficiency. This includes data from the contact center applications, customer relationship management applications and core systems. The Workforce Management Analyst will have extensive knowledge of the workforce management processes and will be able to assist with all components of the WFM process including forecasting, scheduling, and traffic monitoring. Additional responsibilities include creating analysis documents, staffing models and capacity plans. The ideal candidate will have a strong analytical thought process, good written and verbal communication skills, be proficient with analytical tools and be resourceful in finding answers and developing solutions.

　　QUALIFICATIONS:

　　Associates degree required. 2 years relevant experience may be substituted for degree.

　　2+ years’ experience working in a call center environment required, with a strong business, operational and procedural knowledge of a call center is preferred.

　　Demonstrated ability to retrieve, analyze data and statistics, as well as strong problem-solving skills that enable quick identification and efficient resolution of opportunities.

　　Demonstrated ability to produce and present comprehensive reports and effectively allocate and manage resources.

　　Excellent written and verbal communication skills.

　　Excellent PC skills required with MS Office (e.g., Word, Excel, Access, PowerPoint, Workforce Management Software, real-time dashboard data) and familiarity with various Windows applications. Technical understanding of telecom hardware (e.g., ACD, IVR).

　　Annual salary range: $56,000.00 - $63,000.00

　　CDPHP salary ranges are designed to be competitive with room for professional and financial growth. Individual compensation is based on several factors unique to each candidate, such as work experience, qualifications, and skills. In addition to cash compensation, CDPHP employees may be eligible for an incentive payment, a discretionary cash reward based on employee and company performance. Some roles may also be eligible for overtime pay.

　　CDPHP compensation packages go far beyond just salary. The company offers a comprehensive total rewards package that includes award-winning health care coverage, health care dollars, a generous paid time off allowance, employee assistance programs, flexible work environment, and much more. Learn about all CDPHP employee benefits at https://www.cdphp.com/about-us/jobs/benefits.

　　As an Equal Opportunity / Affirmative Action Employer, CDPHP will not discriminate in its employment practices on the basis of race, color, creed, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, protected veterans status, or any other characteristics protected under applicable law. To that end, all qualified applicants will receive consideration for employment without regard to any such protected status.

　　CDPHP and its family of companies include subsidiaries Strategic Solutions Management Consultants (SSMC), Practice Support Services (PSS), and ConnectRx Services, LLC.