Workforce Analyst - Payee Support Contact Center

locations US FL St. Petersburg US MA Boston US GA Atlanta US NJ Morristown US MO St. Louis (Corp) At Zelis, we Get Stuff Done. So, let’s get to it! A Little About Us Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients. A Little About You You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are. Position Overview The Workforce Analyst - Payee Support Contact Center will be responsible for supporting the operational stability of global customer support functions. This role involves continuous monitoring of real-time performance metrics to ensure service levels are met across all communication channels (e.g., inbound phone, email, casework). The Workforce Analyst - Payee Support Contact Center identifies deviations in performance, communicates findings to stakeholders, and facilitates timely adjustments to schedules and skilling. This position will also be responsible for analyzing operational data such as volume trends, productivity, and absenteeism to inform short-term planning and performance recalibration. Collaboration with cross-functional teams is a key component of this position. What You'll Do: • Monitor Performance: Continuously monitor real-time metrics, including contact volumes, agent productivity, service levels, and adherence. • Analysis: Conduct short-term performance analysis and re-forecast expectations for the current week based on observed trends. • Alert Stakeholders: Identify performance deviations and notify relevant stakeholders to support timely operational decisions. • Raise the Flag: Recommend intraday schedule and staffing adjustments based on real-time data to maintain efficiency. • Incident Response: Respond to real-time operational disruptions, such as volume surges or system outages, to uphold service standards. • Communication: Act as the central point of contact for real-time updates, ensuring consistent and accurate communication across teams. • Reporting: Produce intraday reports detailing key metrics, forecast variances, and operational challenges, along with recommendations for improvement. What You’ll Bring to Zelis: • 3+ years experience as a Workforce Management Analyst or a Real-Time Management Analyst • Data analytics experience required with the ability to interpret real-time data to develop actionable insights • Experience writing/running queries preferred • Experience running data out of CXone, Salesforce and/or Jira preferred • Business process outsourcing (BPO) contact center experience helpful Core Competencies: • Demonstrates agility in fast-paced environments and makes informed decisions quickly. • Proactively identifies and mitigates potential performance issues. • Communicates clearly and effectively with stakeholders to ensure alignment on real-time operational changes. • Maintains high attention to detail and bases decisions on accurate, current data. • Proficient in workforce management platforms and real-time monitoring tools Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future. Location and Workplace Flexibility We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies. Equal Employment Opportunity Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all. Accessibility Support We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email [email protected]. Disclaimer We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time. Apply tot his job