Note: The job is a remote job and is open to candidates in USA. UC Health is a healthcare organization seeking a Workforce Analyst to support staff planning and service delivery within its Access Center environment. The role forecasts call volumes, develops schedules, analyzes workforce and operational data, prepares reports, and communicates findings to management.
Responsibilities
- The WFM Analyst will forecast call volumes with a high degree of accuracy: interval, daily and monthly call volumes, handle times, and service metrics
- Perform various ad hoc analyses; formulate conclusions and present conclusions to management
- Perform various operational analyses required to support the management team
- Collaborate with management and internal customers on impact on levels of service and analysis for various proposals and future initiatives
- Develop staff schedules, analyze performance data and preparing workforce analysis reports
- Provide feedback to management team regarding agent scheduling concerns
- Daily tracking of scheduling information: absences as support for management team with supporting information as it relates to UC Health policies
- Monitor incoming calls, agent availability, and workload distribution in real-time
Skills
- Minimum Required: High School Diploma or GED
- Minimum Required: 3 - 5 Years equivalent experience
- Preferred: Associate's Degree
- Preferred: 6 - 10 Years equivalent experience
Benefits
- Remote work arrangement
Company Overview