Manage contact center workforce operations including forecasting, scheduling, and queue assignments to support service level goals.
Monitor call volume, agent productivity, and workforce adherence to identify risks and recommend solutions.
Administer and support contact center telephony platforms, investigating call-related incidents and system issues.

Qualifications:

1-3 years of experience in workforce management or contact center operations with hands-on Genesys Cloud experience.
Strong proficiency in Microsoft Excel, data analysis, and reporting with pivot tables and trend identification.
Ability to troubleshoot telephony platforms and workforce management systems in a fast-paced environment.

Work Schedule & Availability:

Supports a 24/7 healthcare contact center with core hours of 6:00 AM ET to 7:00 PM ET.
Requires participation in night, weekend, holiday, and after-hours on-call rotations.
Flexibility to respond to workforce management and telephony issues outside of standard business hours.

Curana Health

Curana Health is a national leader in value-based care for senior living communities and skilled nursing facilities, offering on-site primary care, Accountable Care Organizations, and Medicare Advantage Special Needs Plans. Founded in 2021, the company serves 200,000+ seniors across 1,500+ communities in 32 states with a team of 1,000+ clinicians and professionals, and was ranked #147 on the Inc. 5000 list of fastest-growing private companies.

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