Posted On: 3-5-2014
Position Title: Workforce Management Analyst
Job Location: Skokie, IL
Company: Northshore University HealthSystems
Position Overview
We are currently seeking a Workforce Management (WFM) Scheduling & Real Time Adherence (RTA) Analyst for our Patient Access Department located at 4901 Searle Pkwy in Skokie, IL. This is a full-time position and is benefits eligible. Hours will be scheduled first shift, Monday thru Friday.
Responsibilities
In this role, you will:
- Adhere to and enforce a standardized scheduling approach using Aspect eWorkforce Management systems to capture and optimize all associate time across the network
- Monitor agent schedule compliance and call arrival patterns and make real time recommendations on how to optimize performance
- Single point of contact for agent notifications for unscheduled abscesses
- Field vacation request, approve based on prioritization matrix and manage employee communication on status
- Proactively create stakeholder communication outlining root causes for missed service level when necessary
- Maintain agent master records, certifications and assist in updating agent scorecards
- Assist in publishing daily and weekly reports; keep the network well informed of upcoming challenges and mitigation plans
- Coordinate with business partners such as Telecom, Training, and our Operations Managers to maintain a holistic picture of daily, weekly and monthly service level results
- Communicate dependencies & risks in a clear/concise manner and manage/track exceptions
- Training and develop other members of the contact center operations support team on workforce scheduling and real time adherence to provide redundancy and career development
- Other duties as assigned
Qualifications
Our ideal candidate will have:
- Bachelor’s degree in Business Administration, Healthcare Administration or other related field required.
- 2+ years of experience working in Aspect eWFM systems in Contact Center environment
- 2+ years experience in Contact Center Workforce Management position required (WFM analyst, scheduler, etc.)
- Aspect workforce certification highly desirable
- Demonstrated experience and success in WFM or Operations oriented projects in medium to large Contact Centers
- Demonstrated experience managing routine scheduling and RTA work
- Exceptional attention to detail and analytically minded
- Proactive self-starter and problem solver with executive communication skills required
- Ability to meet tight deadlines and prioritize workload