Workforce and Reporting Analyst (Full Time)

Description Of Position

The Workforce Analyst possesses a strong knowledge of real time call center operations, staffing, and metrics for a multi-skill, multi-queue, and multi-call center environment. This position is responsible for monitoring real time call queues and staffing levels, taking appropriate actions to achieve desirable outcomes, and communicating effectively with a cross-functional team of business partners. Through the use of workforce management and reporting tools, analyzes and evaluates workload and staffing patterns to support a rapid decision-making process. An analyst coordinates and adjusts associate schedules and acts as the key point of contact and communication within the enterprise. The analyst also generates and provides regular reporting to Access Center and other leadership to communicate access center metrics performance.

SUPERVISION: Reports directly to the Patient Access Manager

Responsibilities And Duties

• Achieve daily service level obligations for multiple lines of business while minimizing employee labor costs.
• Communicate effectively with operations, IT, telephony, and Access Center management; inform stakeholders of factors impacting servicing and actions being taken to improve outcomes.
• Act as a central point of contact for the servicing and staffing of assigned lines of business.
• Run reports and compile data on current trends.
• Monitor call queues, agent utilization, and same-day staffing to ensure service levels and staffing needs are on track to meet daily goals.
• Monitors all agents skills, talk times, after call work, hold times, excessive break times, time spent in projects, and training in real-time.
• Execute timely and appropriate actions to balance staffing levels, including making decisions on offering voluntary time off and overtime.
• Process intraday administrative requests related to agent schedules.
• Answer attendance line and update schedules in WFM system.
• Lead bridge calls with IT and Operations during high priority IT outages and communicate impacts on the Customer Solutions organization to leadership.
• Serves as WFM technology Subject Matter Expert, partnering with WFM software vendor and IT department to improve use of WFM technology, resulting in more accurate schedules and forecasts.
• Develops robust plans for management team, providing detailed key performance indicators and staffing analyses to ensure readiness for budget FTE planning, growth initiatives, fluctuations in seasonal volume, CAT event, and other what-if scenarios.
  
  

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

Education And Work Experience

• Bachelor's Degree; or two years related experience and/or training
• Knowledge of call center fundamentals required.
• Workforce Management experience real-time management, scheduling, forecasting to include 2 years in designing, developing and reporting including trending, productivity reporting, shrinkage, scorecards and dashboards.
• 1 yr. of experience working with workforce management software required.
• Knowledge of Erlang C desired.
• Strong quantitative aptitude and proficiency in Microsoft Excel.
• Strong oral and written communication skills including proficiency in Microsoft Outlook; comfort in communicating through multiple mediums {phone, chat, email, in person).
• Strong analytical/problem solving skills.
• Ability to create, analyze, and communicate recurring and ad hoc reports.
• Comfortable with new technology platforms and a continual cycle of change.
• Ability to work with minimal supervision as well as an active member of a team to meet goals consistently.
• Ability to maintain a positive attitude and make effective decisions in a stressful environment.
• Self-motivated and must excel in a minimally managed high-profile position..
  
  

Physical Demands/Work Environment

• Ability to be stationary at a computer for extended periods of time.
• Must be able to exchange accurate information with patients, family, peers, and medical personnel through both verbal and written communication.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions..
  
  

“Experience Memorial” is more than a slogan, it’s the care we provide our patients and it’s the commitment to our community and our team members. As a nationally certified Great Place to Work, at Lake Charles Memorial Health System you will have the opportunity to be a part of an organizational culture that supports not only exceptional patient care but also the well-being and professional growth of our employees. Join us and be a part of a team where your contributions are valued, your growth is nurtured, and your success is celebrated.

Working at Lake Charles Memorial Health System | Great Place To Work