About Us
Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation’s largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 158 hospital-based locations, in addition to its home-based services and virtual care offerings.
Our Mission
As CommonSpirit Health, we make the healing presence of God known in our world by improving the health of the people we serve, especially those who are vulnerable, while we advance social justice for all. To learn more about a calling that defines and unites, please click here for more information about our mission, vision, and values.
As our Sr. Contact Center Workforce Management (WFM) Analyst you will be expected to manage contact center resource schedules to ensure workforce is optimally utilized and to assist in identifying opportunities for continuous improvement of operations.This includes developing and sharing best practice within the scope of work for essential support and optimal productivity of the Workforce Management department to meet operational needs, relaying instructions, and collecting data.
Every day you will analyze historical data, develop accurate forecasts for call, chat, and email volume, create agent schedules, and monitor real-time adherence to ensure service level agreements are met.
To be successful in this role, you must possess strong analytical and forecasting skills, a meticulous attention to detail, and a deep understanding of contact center dynamics and key performance indicators.
- Support capacity planning of assigned medical group, and provide recommendations, to management for long range strategic planning.
- Monitor real-time ACD data to ensure agent adherence and communicate call allocation requirements.
- Maintain detailed records of call statistics, skills statistics, and call distributions to optimize forecasting accuracy, as well as to ensure appropriate staffing
- Partner with others in the organization to create and maintain processes that will aid in the identification of
performance gaps and/or training opportunities. - Ensure regular and consistent communication on workforce management related topics to assigned business stakeholders.
- Define and establish workforce management strategy and processes to optimize contact center staff operations.
Identify the tools and technologies that are applicable to the workforce
Required
- Bachelors in Computer Science, Mathematics, Information Systems, Business Administration, or
- Experience in workforce management planning, predictive modeling, business and data analysis in a contact center of at least 200 agents.
- A related field or an equivalent combination of education and experience.
Preferred
- Experience administrating a cloud workforce management platform in an Omni-channel contact center of at least 100 agents
- Certified Workforce Planning Professional
- Lean Six Sigma or other process improvement methodology
Hello Humankindness: Join a Legacy of Healing at Saint Joseph’s Hospital and Medical Center (SJHMC)
Ready to make a real difference? Join SJHMC in Phoenix AZ., a 571-bed nonprofit founded by the Sisters of Mercy over 125 years ago. We're more than a hospital; we're a global destination for life-changing care, embracing patients with humankindness.
Here, your calling will flourish. We're not just a workplace; we're a community dedicated to a mission of service.
Leaders in Specialized Care:
- Barrow Neurological Institute (BNI): A world-renowned center for groundbreaking neurological research and innovative treatments.
- Norton Thoracic Institute (NTI): A national leader in advanced thoracic care with pioneering surgical techniques.
- Level I Trauma Center: One of Arizona's busiest ERs, providing immediate, comprehensive care for critically injured patients 24/7.
Why SJHMC?
- Culture of Excellence & Well-being: We care for our people, fostering professional and personal growth.
- Community & Collaboration: Be part of a network committed to global health and well-being.
- Join a Legacy, Shape a Future: Over 20% of our patients travel internationally for our specialized care.
This is an invitation to join a family of dedicated professionals at the forefront of medical innovation, united by the power of humankindness.
Total RewardsDepending on the position offered, CommonSpirit Health offers a generous benefit package, including but not limited to medical, prescription drug, dental, vision plans, life insurance, paid time off (full-time benefit eligible team members may receive a minimum of 14 paid time off days, including holidays annually), tuition reimbursement, retirement plan benefit(s) including, but not limited to, 401(k), 403(b), and other defined benefits offerings, as may be amended from time to time. For more information, please visit our Total Rewards.
Unless directed by a Collective Bargaining Agreement, applications for this position will be considered on a rolling basis. CommonSpirit Health cannot anticipate the date by which a successful candidate may be identified.
Bachelor's in computer science, mathematics, information systems, business administration, or equivalent experience in workforce management planning, predictive modeling, business and data analysis in a contact center of at least 200 agents.
Key Responsibilities
- managing schedules
- forecasting volumes
- monitoring adherence
Job Details
- Category: Business Operations
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Phoenix, Arizona, United States
- Salary: USD 74,089 – 110,219 / year
- Languages: English
Benefits
- Generous paid time off
- Tuition reimbursement
- Retirement plan
About Dignity Health Medical Group
A medical group providing integrated health services as part of a large nonprofit Catholic healthcare organization. — Industry: Healthcare