Workforce Analyst

Stanford Health Care•Newark, NJ

About The Position

Assist with workforce planning activities, including producing reports and monitoring and adjusting staffing assignments based on call-volume forecasting, real-time analysis, customer requirements, and service levels. Monitor company and unit policies and procedures. This is a Stanford Health Care position. The role supports workforce-management system administration, reporting and forecasting, schedule monitoring and adjustment, training, and workforce-related projects. It also collaborates with departments, contact-center staff, supervisors, and training teams to improve workforce utilization and coordinate staffing and training activities.

Requirements

Bachelor’s degree in a work-related field or discipline from an accredited college or university.
Familiarity with call-center technologies and ability to run and analyze system reports.
Knowledge of Excel, PowerPoint, and Word, and ability to write and present reports and presentations.
Ability to apply data findings to operational processes.
Ability to problem-solve in a fast-paced environment.
Strong customer orientation.
Adhere to Stanford Health Care’s C-I-CARE standards for patient-centered interactions.

Nice To Haves

Three years of progressively responsible customer-service responsibility, call-center background, or system-reporting experience.
Working knowledge of workforce optimization platforms such as NICE, Verint, and Aspect.
Experience in capacity planning, utilization, and workforce-management analysis.

Responsibilities

Assist the Manager with system administration, including agent profile administration, time off, skills and queues, upgrade implementation, and ticket, issue, and maintenance management.
Check service performance and forecast accuracy at regular intervals during the day and take action to address abnormal contact volumes.
Monitor systems twice daily to ensure services are up and running.
Generate and publish schedules, adjust forecasts in the workforce management system, and assist with short- and long-term forecast analysis.
Create, store, and report historical statistics as needed, and keep records of special events or conditions that may have affected contact levels.
Analyze contact-volume trends by brand, contact type, seasonality, promotions, and other factors.
Collaborate with other departments and contact-center staff to identify workforce-utilization efficiencies.
Monitor schedule adherence and coordinate with supervisors to manage staffing levels when they are outside acceptable thresholds.
Request overtime or voluntary time off (VTO) as necessary.
Receive and respond to schedule-change and time-off requests.
Create and administer training on workforce-management policies and procedures; coordinate refresher training with the Training Department.
Coordinate cross-training and new-hire training with Operations and the Training Team.
Participate in workforce-related projects.
May provide guidance and oversee the work of Workforce Leads.
Monitor company and unit policies and procedures.
Adopt and execute C-I-CARE standards in interactions with patients, families, and colleagues.