[Hiring] Senior Workforce Management Analyst @CommonSpirit Health

Role Description

As our Sr. Contact Center Workforce Management (WFM) Analyst you will be expected to manage contact center resource schedules to ensure workforce is optimally utilized and to assist in identifying opportunities for continuous improvement of operations. This includes developing and sharing best practice within the scope of work for essential support and optimal productivity of the Workforce Management department to meet operational needs, relaying instructions, and collecting data.

• Analyze historical data and develop accurate forecasts for call, chat, and email volume.
• Create agent schedules and monitor real-time adherence to ensure service level agreements are met.
• Support capacity planning of assigned medical group and provide recommendations for long-range strategic planning.
• Monitor real-time ACD data to ensure agent adherence and communicate call allocation requirements.
• Maintain detailed records of call statistics, skills statistics, and call distributions to optimize forecasting accuracy and ensure appropriate staffing.
• Partner with others in the organization to create and maintain processes that will aid in the identification of performance gaps and/or training opportunities.
• Ensure regular and consistent communication on workforce management related topics to assigned business stakeholders.
• Define and establish workforce management strategy and processes to optimize contact center staff operations.
• Identify the tools and technologies that are applicable to the workforce.

Qualifications

• Bachelors in Computer Science, Mathematics, Information Systems, Business Administration, or a related field.
• Experience in workforce management planning, predictive modeling, business and data analysis in a contact center of at least 200 agents.
• An equivalent combination of education and experience.

Requirements

• Preferred experience administrating a cloud workforce management platform in an Omni-channel contact center of at least 100 agents.
• Certified Workforce Planning Professional.
• Lean Six Sigma or other process improvement methodology.

Benefits

• Culture of Excellence & Well-being: We care for our people, fostering professional and personal growth.
• Community & Collaboration: Be part of a network committed to global health and well-being.
• Join a Legacy, Shape a Future: Over 20% of our patients travel internationally for our specialized care.