Senior Analyst, Member Care Analytics

Create and maintain a 16-week contact center staffing forecast. Ensure service level targets are managed and achieved. Prepare leadership reports on scheduling, performance, and efficiency. Analyze performance trends and re-forecast staffing to meet goals. Compare KPIs across daily, intra-day, weekly, monthly, and yearly. Lead development of departmental reports to drive improvements. Advanced problem-solving for operational issues. Strong organizational skills; able to work independently. Ability to manage multiple issues with production schedules and deadlines. Collaborative and able to influence cross-functional teams. Proficiency in SQL and BI tools (Tableau/Power BI) and Excel. Bachelor's degree and 5+ years in Workforce Management/Forecasting.