Customer Service Workforce Management & Reporting Analyst

Minneapolis, Minnesota
Apr 28, 2017
Jul 12, 2017
Employment Status
Full Time

Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 225,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs. UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.



At UCare, we deliver high-quality health coverage and services to help members of all ages maintain and improve their health. It's a big job that takes innovative ideas, strategic partnerships, and a commitment to doing the right thing. Above all, it takes a compassionate team that is dedicated to making a real difference in the lives of our members and our communities.


Working at UCare is more than just a career; it's a mission. A mission that defines us as professionals, unites us as an organization, and shapes how we interact with our members and each other. Our values of integrity, community, quality, flexibility, and respect permeate every aspect of our organization - from who we are and how we act, to what we do and how we do it. We owe our continued success to our employees who proudly embody our mission and values in everything they do.


Position Description

This position is accountable for supporting the Customer Service Contact Center through creation and maintenance of workforce capacity models, forecasting workload, and leading the planning & real-time monitoring of contact center performance.  The analyst is expected to identify, analyze and plan for volume drivers and other impacts for optimal performance.   Develop reports and analyze data from multiple systems to identify and address root cause of call drivers, find opportunities to improve customer experience and improve overall performance.  Create and manage Customer Service dashboards to demonstrate overall performance and progress to goals.

·Prepare weekly and monthly analytics of workforce operations for Customer Service including forecasting, staffing ratios, trends, operational efficiency, and productivity.

·Analyze real time and historical data to identify opportunities to improve performance.

·Develop reports and create management dashboards to demonstrate overall performance and progress to goals. 

·Develop reports and analyze data across multiple systems to identify and address root cause of call drivers or customer frustration, and find opportunities to improve customer experience.

·Identify and lead process improvement efforts; collaborate within Customer Service and across the enterprise to drive process improvement initiatives.

·Identify, analyze and plan for volume drivers and system outages to plan for optimal performance.

·Assist manager and department leaders in planning needs to ensure internal metrics are met and ensure compliance with internal and regulatory obligations.

·Assist manager and department leaders in process improvement efforts in support of Customer Service and strategic priorities.

·Escalate operations interruptions as appropriate.

·Other projects and duties as assigned.


Bachelor's Degree in finance, accounting, computer science, statistics, mathematics, or general business; demonstrated experience may be considered in lieu of degree.

Required Experience

Three years contact center scheduling and workforce management experience, particularly with contact center workforce management software (Aspect, NICE, Verint, etc.).  Three years' experience with contact center or customer service operations projects and initiatives.  Proficient in Microsoft Office suite. Demonstrated process improvement experience and/or designations (e.g. Six Sigma, Lean, etc.).  Demonstrated ability to develop reports and dashboards from various data sources and for multiple audiences.

Preferred Experience

Knowledge of Aspect and Pega.  Speech analytics experience


UCare is proud to be a recognized Star Tribune Top Workplace for the 7th consecutive year. As a part of our collaborative team, you'll experience the rewards that come with helping others and seeing the positive results of your hard work. We value and respect each individual's ideas and contributions, and give you the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, a myriad of volunteer activities, and a number of other rewards. If you're looking for a welcoming environment that celebrates what you have to offer, helps you build on your strengths, and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.



Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers. At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.