D-H Lebanon-MHMH
Workforce Management Analyst - Patient Service Center, Remote
D-H Lebanon-MHMH, Lebanon, New Hampshire, us, 03756
OverviewThe Workforce Management Analyst works independently using workforce management tools to provide support and effective staff planning to deliver the appropriate level of service to patients within the Patient Service Center environment. The analyst must have a clear and working understanding of the inter-relationships between staffing, scheduling and the contact distributions of the work product.
In addition to understanding the use of WFM, must also have very strong writing, computer skills and the ability to effectively communicate the resulting analysis to the management team.
Responsibilities
1. Forecast call volumes with a high degree of accuracy: interval, daily and monthly call volumes, handle times, and service metrics.
2. Ensure schedule integrity by maintaining accuracy of agent information including multiple status levels: hours available to work.
3. Create, modify and maintain forecast models that accurately predict events given changes in various operating assumptions.
4. Perform various as hoc analyses; formulate conclusions and present conclusions to management.
5. Utilize WFM tools to determine staff requirements. Collaborate with management team and internal customers on impact on levels of service and analysis for various proposals and future initiatives
6. Performs other duties as required or assigned.
Qualifications
• Bachelor's degree preferred or equivalent in experience
• Associates Degree in Business related field or previous WFM experience required
• 3+ years related WFM and WFM Platform experience and/or knowledge of WFM applications
• 2+ years' experience in healthcare or health care contact center
• Advanced knowledge of Microsoft Office products (Word, Excel, PowerPoint, Teams and Outlook) and a general comfort level working with technology systems.
• Excellent verbal and written communication skills
• Lean Six Sigma Certification preferred
Remote:
Fully Remote;Area of Interest:
Professional/Management;FTE/Hours per pay period:
1.00 - 1.00 - 40 hrs/week;Shift:
Day;Job ID:
27484;
Dartmouth Health is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
In addition to understanding the use of WFM, must also have very strong writing, computer skills and the ability to effectively communicate the resulting analysis to the management team.
Responsibilities
1. Forecast call volumes with a high degree of accuracy: interval, daily and monthly call volumes, handle times, and service metrics.
2. Ensure schedule integrity by maintaining accuracy of agent information including multiple status levels: hours available to work.
3. Create, modify and maintain forecast models that accurately predict events given changes in various operating assumptions.
4. Perform various as hoc analyses; formulate conclusions and present conclusions to management.
5. Utilize WFM tools to determine staff requirements. Collaborate with management team and internal customers on impact on levels of service and analysis for various proposals and future initiatives
6. Performs other duties as required or assigned.
Qualifications
• Bachelor's degree preferred or equivalent in experience
• Associates Degree in Business related field or previous WFM experience required
• 3+ years related WFM and WFM Platform experience and/or knowledge of WFM applications
• 2+ years' experience in healthcare or health care contact center
• Advanced knowledge of Microsoft Office products (Word, Excel, PowerPoint, Teams and Outlook) and a general comfort level working with technology systems.
• Excellent verbal and written communication skills
• Lean Six Sigma Certification preferred
Remote:
Fully Remote;Area of Interest:
Professional/Management;FTE/Hours per pay period:
1.00 - 1.00 - 40 hrs/week;Shift:
Day;Job ID:
27484;
Dartmouth Health is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.