Analyze and forecast call volumes for a 24/7 contact center, develop staffing schedules using workforce management tools, monitor real-time performance and KPIs, and produce routine and ad-hoc reports. Recommend staffing adjustments, prepare demand/supply forecasts, and report metrics to management and external partners to maintain service levels and efficiency.

Answer inbound calls from Connecticut families, childcare providers, and employers to assist with Care4Kids eligibility, applications, and invoices. Document cases, meet call and documentation goals, follow program guidelines, and provide empathetic, accurate support in a high-volume contact center. Participate in paid training and work a hybrid schedule after training.