Posted On: 10-10-2017
Position Title: Senior Workforce Management Analyst
Job Location: Rancho Cordova, CA
The Workforce Management (WFM) Analyst is expected to manage contact center resource schedules to ensure workforce is optimally utilized and to assist in identifying opportunities for continuous improvement of operations. The WFM Analyst will be responsible for forecasting call volume, scheduling of contact center staff resources, and working with the Contact Center Manager and Supervisors to make intra-day adjustments in response to unanticipated variations in contact volume or staffing. The WFM Analyst will also be responsible for conducting analysis and producing reports of patient service delivery metrics and will perform trending and analysis of other performance data to identify process improvement opportunities in support of the contact center. This position will be responsible for tracking historical key business indicators to ensure accuracy of forecasted call volume and call handling metrics to assist in ensuring that proper staffing is in place and in support of operational process improvement initiatives. Supports contact center management reporting requirements and cultivate a contact center culture that prioritizes humankindness and patient-centric care consistent with Dignity Health and the medical group’s “way” and culture.