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.


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


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

It is also posted to linkedin and can be found here:  Workforce Management Analyst