Workforce Planning Analyst

POSITION SUMMARY:

Provide Workforce Management data analysis and recommendations to complex business challenges, utilizing Ring Central (NICE InContact) Workforce Management tool and other workforce management techniques for all areas we support.  Build strong internal and external relationships, demonstrate influencing skills, and communicate effectively at all levels. Demonstrate ability to present the impact data has on influencing our performance, business efficiency and overall customer experience.

Position: Workforce Planning Analyst        

Department: Ambulatory Call Center

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Provide Real Time Adherence (RTA) support which includes fielding requests from Call Center Managers, WFM-related requests, emails, messages or other ad hoc tasks.
• Maintenance of workforce management tool which includes staff and forecasting alignment, vacancy management, and interactions between Ring Central and contact center representatives.
• Responsible for timely entry of activity codes related to unplanned scheduling exceptions and planned time-off requests.
• Provide reporting to management team that helps drive optimum resource utilization and evaluates staff performance in comparison to expectations set in budgeted staff model.
• Works within a high-performing team to deliver high quality standard reporting with recommendations.
• Works with peers and leaders across division to meet service level agreements.
• Assist the Manager of Workforce Management and the Contact Center Director in the development of tactical planning for the call centers (Trainings, Off Phone activities etc.).
• Builds successful interpersonal relationships with business partners, leadership team across Contact Center and Operations.
• Works with a high degree of independence within team and across division, collaborating cross-functionally to meet organizational goals. Represents department on cross-functional initiatives.
• Provides feedback, suggestions and status updates to Call Center Director, Managers and Team Leads regarding improvement initiatives and opportunities.
• Works with call overflow vendor to ensure staffing needs are met.
• Monitors various daily and weekly productivity and quality reports to identify performance gaps.
• Takes corrective action and follows-up to ensure positive outcomes and goals are achieved.
• Develops and documents workflows, business policies, practices and procedures to ensure quality and consistency.
• Analyzes, updates, and modifies standard operating procedures and processes to continually improve the WFM function.
• Responsible for the preparation, research of data, records and associated reports required to meet our metric requirements.
• Continuously monitors external best practices in WFM. Adopts such best practices and makes recommendations to the Call Center leadership team based on research.
• Expected to complete any other assignments outside of the regular duties for this position when assigned by management.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• Bachelor’s degree or an equivalent combination of related experience including utilization of Workforce Management Technology

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• None

EXPERIENCE:

• Three or more years call center experience required
• Strong analytical, problem resolution skills.
• Workforce Management experience

KNOWLEDGE, SKILLS & ABILITIES (KSA):

• Ability to work collaboratively with call center and practice management teams and be able to  adequately represent needs of call center staff so they can provide a consistent level of service to patients
• Comprehensive knowledge of call center and human resources policies and procedures.
• Able to prioritize and manage multiple projects simultaneously and produce expected results.
• Highly developed skills using personal computer tools including computerized healthcare information system and Microsoft office products, particularly Excel.
• Demonstrated ability to generate contact center forecasts, staffing plans, schedules and reports
• Expert level understanding of the role workforce management plays in a contact center environment 
• Excellent oral and written communication skills.
• Demonstrated critical thinking, analytical and problem-solving skills.
• Experience using WFM Technology

Equal Opportunity Employer/Disabled/Veterans