Workforce Management Analyst - remote

Please apply online using a laptop or desktop computer.

POSITION SUMMARY:

The Workforce Management Analyst will help donor operational units ensure they can deliver the right donor at the right time when requested on behalf of a patient.

They will do this by helping to ensure staffing levels anticipate the demand and that staff are scheduled and leveraged in the most optimal way to meet the needs of the patient while also ensuring a seamless experience for the donor, a satisfactory employee experience, and overall stewardship of expense.

Partnering with the Donor Operation leaders, Finance, and Analytics, the Workforce Management Analyst will help develop and maintain volume forecasting models, capacity models, contact center agent scheduling, and pipeline management oversight to ensure key KPI's are consistently achieved.

As automation is introduced, the Workforce Management Analyst may also assist in determining which tasks will be completed via automation and which tasks will be routed to agents.

The Workforce Management Analyst will consult with leaders on insights and recommendations to optimize the workforce for the competing demands of all stakeholders.

This is a remote position (US).

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ACCOUNTABILITIES:


* Utilize forecasting models to accurately predict volume both near and long term (30-minute interval to 5-year forecasts)


* Maintain staffing models, and all of the inherent variables, to proactively anticipate needed staffing levels ahead of attrition and volume trends


* Perform time studies to measure time on task and cases per agent


* Use statistical methods to help the business determine optimal hours, PTO usage, and other variables to ensure daily service levels are met


* Monitor case and task pipelines to identify gaps and recommend load balancing actions


* Collaborate with business partners and staff to identify opportunities for improvement of resource utilization and service levels


* Complete regular updates of key metrics and performance reporting


* Communicate organization performance through advanced reports and analysis


* Cultivate collaborative relationships to deliver on key project metrics and fulfill workforce management requests


* Work effectively with business sponsors, subject matter experts, vendors and other key stakeholders within project environments


* Effectively share knowledge and build understanding among project sponsors and key stakeholders


* Other duties as assigned

REQUIRED QUALIFICATIONS:

Knowledge of:


* Contact center and back-office operations environments, challenges, and best practices


* Solid knowledge of call center principles and call center performance metrics/reporting


* Solid knowledge of workforce management systems and processes

Ability to:


* EUse Excel to build and maintain complex forecasting models


* Utilize complex forecasting and ...