Forecasts call volumes, handle times, and service metrics; develops staff schedules; analyzes workforce and performance data; prepares reports; monitors real-time call and agent activity; performs ad hoc and operational analyses; and communicates recommendations to management regarding staffing, scheduling, service levels, and operational initiatives.
The Workforce Analyst works independently, uses workforce management tools, provides support and effective staff planning to deliver the appropriate level of service to UC Health’s patient’s and within the Access Center environment. The analyst must have a clear and working understanding of the inter-relationships between staffing and scheduling. In addition, must also have a very strong writing, computer skills and the ability to effectively communicate any resulting analysis to the management team.
Responsibilities
- The WFM Analyst will forecast call volumes with a high degree of accuracy: interval, daily and monthly call volumes, handle times, and service metrics.
- Perform various ad hoc analyses; formulate conclusions and present conclusions to management.
- Perform various operational analyses required to support the management team.
- Collaborate with management and internal customers on impact on levels of service and analysis for various proposals and future initiatives.
- Develop staff schedules, analyze performance data and preparing workforce analysis reports.
- Provide feedback to management team regarding agent scheduling concerns.
- Daily tracking of scheduling information: absences as support for management team with supporting information as it relates to UC Health policies.
- Monitor incoming calls, agent availability, and workload distribution in real-time.
Qualifications
- Minimum Required: High School Diploma or GED
- Preferred: Associate's Degree
- Minimum Required: 3 - 5 Years equivalent experience
- Preferred: 6 - 10 Years equivalent experience
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