Posted On: 5-01-2017
Job Title: WFM Forecast Planning Specialist
Job Location: Phoenix, AZ
Company: Banner Health
Apply Online: Banner Health WFM Forecast Planning Specialist – 198926
Contact Info: Sean Bohl, sean.bohl@bannerhealth.com
Banner Health is expanding the workforce management (WFM) organization to support its customer service network. The WFM team provides long-term demand forecasting and capacity planning, scheduling, real-time execution, and performance reporting. This is an exciting opportunity to be part of a newly formed WFM organization and support Banner’s customer-centric vision. At Banner, the mission is to make a difference in people’s lives through excellent patient care. If you are a workforce planning professional and passionate about helping others, Banner is the place for you!
Banner Healthcare is a non-profit organization and the largest private employer in Arizona.
The WFM Forecast Planning Specialist is responsible for generating and maintaining the long-term contact center resource plans for the Banner Health customer service network. This role is responsible for forecasting the contact center demand and workforce resources in order to achieve the Abandon Call Rate and financial goals.
Essential Functions
- Construct and maintain contact center workforce capacity plans based on forecasted demand and projected staffing (contact center agents). The capacity plans will show staffing requirements based on both run rate trends and budget guidelines.
- Develop structural and replicable demand forecasting models using advanced business knowledge of key contact volume drivers. The models pertain to long-term and short-term contact volume and Customer Handling Time.
- Develop contact center key driver metrics (off-the-phone shrinkage, hiring, attrition, overtime) as throughput into the overall long-term planning model. Conduct “what if” capacity plan scenario analyses taking into consideration changes to contact delivery logic, contact center configuration, and customer workflow processes.
- Provide guidance and direction on configuration strategies through interpreting complex analytics regarding contact volumes, staffing dynamics, and process workflows
Minimum Qualifications
Bachelor’s degree in mathematics, statistics, or business, or equivalent experience required.
Four plus years of contact center long-term capacity planning experience required. This includes experience in applying statistical techniques (modeling, regression methods, decision trees, and forecasting, clustering, time series)
Strong analytical abilities to provide options and strategies based on data and informed experience.
Preferred Qualifications
Advanced degree preferred.
Knowledge and working experience with Aspect WFM scheduling software is preferred.
Experience with statistical programming software (i.e. SAS) is preferred.
Healthcare industry experience is a plus.
Please apply at Bannerhealth.com/careers. Link is below: