Business Analyst II (Call Center Forecast & Scheduler)

Emory Healthcare•Tucker, GA

5h•Onsite

About The Position

In conjunction with departmental customers, conducts business analysis of information systems and identifies business objectives, requirements and information management needs Coordinates planning and implementation of systems related projects Assists in the development of technology plans and strategies which support of departmental objectives and the overall organizational mission and objectives Works to maintain a high level of client satisfaction with Information Services as provided to assigned clients Attends meetings of professional, civic and services organizations Promotes good public and professional relations Contributes to published articles, presents public speeches, and teaches Administers and ensures compliance to departmental policies and procedures in accordance with state, federal, and organizational guidelines Works with manager to formulate plan for professional development Attends educational in-services as appropriate Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments Identifies and develops solutions for customers' information technology needs Monitors and analyzes the delivery of ongoing information services provided to assigned clients Serves as a client advocate identifying and facilitating solutions for the clients' information technology needs Manages systems projects to assure that business objectives and requirements are realized Collects, organizes, and analyzes data and generates and provides accurate and complete reports for management and/or regulatory agencies Interprets applicable regulations and establishes filing and auditing procedures to ensure records and files are accurate and in compliance Works closely with clients to foster the development and successful implementation of innovative, high quality business solutions and ensure a high level of satisfaction with services provided Performs other related duties as required

Requirements

A bachelor's degree
3-5 years of experience in planning and applying information technology to one or more business functions
Combination of education and experience may be considered in lieu of a degree

Nice To Haves

Experience Forecasting & Planning
Analyzing historical call volume, average handle time, and other key metrics to predict future workload
Developing short-term, medium-term, and long-term forecasts using statistical models
Collaborating with operations, marketing, and sales teams to incorporate business changes into forecasts
Providing reports and insights on forecast performance and variance analysis
Scheduling & Capacity Planning
Creating and managing agent schedules to align with forecasted demand
Optimizing shift patterns, breaks, lunches, and off-phone activities to maximize efficiency
Ensuring compliance with labor laws, company policies, and agent preferences when scheduling
Managing and approve time-off requests, shift swaps, and other scheduling adjustments
Real-Time Monitoringing & Intraday Management
Monitoring real-time call volume, agent availability, and service levels to make dynamic adjustments
Identifying and respond to unexpected fluctuations in workload
Communicate with team leads and supervisors to ensure proper staffing coverage
Generate intraday performance reports and provide actionable recommendations
Technology & Process Improvement
Utilizing workforce management software to enhance forecasting and scheduling accuracy
Identifying opportunities for automation and process improvements in WFM operations
Stay updated on industry trends and workforce optimization strategies
Providing recommendations for improving workforce planning efficiency

Responsibilities

Conducts business analysis of information systems
Identifies business objectives, requirements and information management needs
Coordinates planning and implementation of systems related projects
Assists in the development of technology plans and strategies
Maintains a high level of client satisfaction with Information Services
Attends meetings of professional, civic and services organizations
Promotes good public and professional relations
Contributes to published articles, presents public speeches, and teaches
Administers and ensures compliance to departmental policies and procedures
Works with manager to formulate plan for professional development
Attends educational in-services as appropriate
Participates in professional activities and organizations
Identifies and develops solutions for customers' information technology needs
Monitors and analyzes the delivery of ongoing information services
Serves as a client advocate identifying and facilitating solutions for the clients' information technology needs
Manages systems projects
Collects, organizes, and analyzes data
Generates and provides accurate and complete reports for management and/or regulatory agencies
Interprets applicable regulations and establishes filing and auditing procedures
Works closely with clients to foster the development and successful implementation of innovative, high quality business solutions
Performs other related duties as required