Job Description
The Customer Care Workforce Management Analyst is responsible for real-time and/or intraday management of resources to ensure consistency in Service Level performance and improve the call experience for potential enrollees, members, clients, providers, brokers, and other Capital Rx users.
Responsibilities include partnering with Call Center management to develop strategic and tactical approaches, real-time monitoring, queue management, schedule adherence, managing volumes, facilitating agent skill assignment, monitoring real-time ACD agent work state reports, and coordinating training opportunities.
About Capital Rx
Capital Rx is a health technology company providing claim administration and technology solutions for carriers, health plans, TPAs, employer groups, and government entities.