Workforce Management Analyst (remote)
Full Time
Saint Paul, MN 55104
Posted
Job description
Overview:
This work from home opportunity is a 1.0 FTE (80 hour/2 weeks). The schedule is Evening Shift, 1:30p-10p Monday-Friday. Are you interested in benefits? We offer medical, dental, and vision coverage along with PTO and 403B! Responsibilities/Job Description:
Fairview Health Services is hiring a
Workforce Management Analyst! We seek a candidate who will handle staffing processes. This analyst builds and leads all aspects of master schedules and daily staffing in compliance with approved systems, budgets, and contracts. They work with other managers to use staff in a manner which is productive, high quality and customer oriented. The analyst also produces workforce plans, analyzes results to optimize results, adjusts revised plans as needed.
This work from home opportunity is a 1.0 FTE (80 hour/2 weeks). The schedule is Evening Shift, 1:30p-10p Monday-Friday. Are you interested in benefits? We offer medical, dental, and vision coverage along with PTO and 403B!
- Analyzes data to plan staffing levels based on volume of customer interactions and service level agreements. Produces, maintains and updates staffing schedules.
- Leads all aspects of the utilization of human resources related policies, partners with operational leaders regarding employee compliance.
- Supports staffing conversations for all channels of customer communications including voice, web, chat, and SMS.
- Develops and submits short-term and long-term plans for staffing needs. Partners in evaluating actions taken to improve quality of unit.
- Partners with and supports leaders so the department meets the needs and expectation of M Health Fairview and its customers.
- Coordinates an effective communication/information system within Customer Solutions departments, and others as agreed to.
- Handles staffing according to established budget and provides support to operational leaders to ensure accurate utilization of resources on various shifts.
- Actively participates in departmental huddles and all contact center leadership meetings.
- Maintains knowledge of, and aligns with, all relevant laws, regulations, policies, procedures, and standards. Crafts and implements improvements.
Education
- Bachelor's degree preferred but not required.
Experience
- 1-year focused workforce management experience working with staffing tools and computer systems.
- 1-3 customer service experience in a call center
Preferred Experience
- Previous staffing coordination and scheduling experience
- Knowledge of a contact center and healthcare environment
- Strong Microsoft Excel experience
- Experience with any of the following: Cisco, Amazon Connect, Calabrio WFM/QA tool or any other WFM tool
Join M Health Fairview, where we're driven to heal, discover, and educate for longer, healthier lives!
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