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The Workforce Management Analyst is responsible for planning and schedule adjustments, daily schedule management including assistance with creation of schedules, managing PTO, unexpected time off, and making necessary inbound call queue changes to ensure maximized agent utilization and meeting of set service levels. The Analyst is also responsible for assisting with call center reporting, as well as performing minor analytical duties related to call center trends for strategic planning. The Analyst works collaboratively with Call Center Supervisors to meet the goals and objectives of the department.
Licensure, Certification, or Registration Requirements for Hire: N/A
Licensure, Certification, or Registration Requirements for continued employment including CPR, etc.: N/A
Level and type of experience REQUIRED:
Minimum of three (3) years of Workforce and/or supervisory experience
Previous experience with Microsoft Office applications (at the intermediate level) and e-mail/calendaring
Level and type of experience PREFERRED:
Previous experience in Workforce role or setting
Previous experience building and managing employees' schedules
Previous experience with call center metrics
Some experience using business intelligence tools, ie., Cognos, Avaya, Power BI, Tableau
Education/training REQUIRED:
High School Diploma or equivalent.
Education/training PREFERRED:
Bachelor's or Master's Degree in Business, Statistics, Healthcare Management or related field from an accredited program.
Independent action(s) required:
All day-to-day operations of the department are handled independently.
Advice and guidance are sought from the Administrator/Manager on an as needed situational basis and when there is a major impact on activity outside the department.
Actions that are taken without prior approval include daily operational functions and communication with physicians, patients, admissions and related departments in support of patient needs and unit operations.
Manages and trains all staff as needed.
Works effectively with diverse and expansive populations and prioritize and adequately handle multiple tasks.
Works effectively with multiple departments to facilitate optimal functioning of the department to meet patient, staff and provider needs.
Monitors real-time queue performance and make necessary changes to improve performance
Creates training, breaks, and staffing schedules based around call arrival patterns.
Managing PTO, Callouts, any unexpected time off.
Managing schedule changes, schedule change requests and any extenuating circumstances
Performs basic outlier analysis with limited supervision
Monitors real-time agent statistics to ensure schedule adherence
Creates ad hoc reporting utilizing MS Excel, Tableau, CMS Supervisor
Assists in daily reporting functions as needed
Assists in ACD phone routing system (Avaya)
Supervisory responsibilities (if applicable):
Directs the work of call center team members related to schedule management in the absence of the Call Center Supervisor.
Additional position requirements:
Age Specific Groups Served: All
Physical Requirements (includes use of assistance devices as appropriate):
Physical: Lifting less than 20 lbs.
Activities: Prolonged sitting, Walking (distance)
Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking
Emotional: Fast pace environment, Able to handle multiple priorities, Frequent and intense customer interactions, Able to adapt to frequent change
Workday Day (United States of America)
EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.
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Virginia Commonwealth University Health Systems
Sep 20, 2024