Contact Center Agent Workforce Analyst / Tech

NYU Langone Medical Center•New York, NY

28d•$67,771 - $116,905

About The Position

NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality that has resulted in some of the lowest mortality rates in the nation. Vizient Inc. has ranked NYU Langone the No. 1 comprehensive academic medical center in the country for three years in a row, and U.S. News & World Report recently placed nine of its clinical specialties among the top five in the nation. NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. With $14.2 billion in revenue this year, the system also includes two tuition-free medical schools, in Manhattan and on Long Island, and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health. For more information, go to NYU Langone Health, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube and Instagram. Position Summary: We have an exciting opportunity to join our team as a Workforce Analyst. In this role, the Workforce Analyst is a highly collaborative role that will act as a partner with the business to facilitate and implement Call Center technology solutions. This position serves as a primary facilitator for cross-team communication and collaboration. The Analyst will be responsible for writing system requirements that will ensure the technology solution will meet the needs of the business and identify improvements to current work flow. This job requires a high-level understanding of Call Center systems, data management, industry, project management, and end-user requirements. You will apply specialized domain knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. You will make judgments and recommendations based on analysis and knowledge

Requirements

Minimum of a Bachelors' degree in Computer Science, MIS, Business or related degree and three (3) years of relevant experience or a combination of education, training and experience
Experience with leading Call Center and Telephony systems (preferably Cisco UCM, Cisco UCCE, Verint WFO suite)
Advance/Admin Salesforce Experience
May occasionally work a non-standard shift including nights and/or weekends and/or have on-call responsibilities
May work in a team environment or project room to facilitate collaboration
Qualified candidates must be able to effectively communicate with all levels of the organization.

Responsibilities

Creates detailed business requirements for functional (e.g., business processes, call/work flows, rules) and non-functional (e.g., data, security) capabilities
Learn the current work flow of all business lines and identify areas of process improvement. Maintain internal project platform and schedule out projects based on level of priority.
Ability to pivot and prioritize tasks according to level of needs
Ability to problem solve as needs arise, working together with other teams to fine the best solution
Help with current or new system integrations and develop appropriate workflows after meeting with teams to understand needs
Understands and applies principles in risk management, issue tracking and change management
Works with User Experience / Design resources to help visualize requirements into prototype
Partners with team members to develop project schedules, reports and documentation; May be required to act as project lead on small to medium projects and/or provide direction to others on the team
Participates in developing estimates and implementation plans for technical solutions
Translates technical concepts to business audience and business information to a technical audience
Provides support for application development teams including documenting business processes
Gathers and interprets information from multiple sources (including databases, reports, dashboards, interviews, etc.) and makes recommendations
Validates test cases to ensure that application will service the business function being performed

Benefits

At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package.
Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement.
The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support.
Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care.
The benefits and wellness package is designed to allow you to focus on what truly matters.

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