Workforce Analyst

Stanford Health Care•Newark, CA

11d•$43 - $56•Onsite

About The Position

The Workforce Analyst assists with workforce planning activities, including producing reports and monitoring and adjusting staffing assignments based on call-volume forecasts, real-time analysis, customer requirements, and service levels. The role monitors company and unit policies and procedures. The analyst supports the Manager with system administration, report production, schedule monitoring and adjustment, training, and workforce-related projects. The position may also provide guidance and oversee the work of Workforce Leads.

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.

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 operational.
Generate and publish schedules and adjust forecasts in the workforce management system.
Assist the Manager with short- and long-term forecast analysis.
Create, store, and report historical statistics as needed.
Record 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 when levels are outside acceptable thresholds.
Request overtime or voluntary time off as necessary.
Receive and respond to schedule-change and time-off requests.
Create and administer training on workforce management policies and procedures.
Work with the Training Department to schedule refresher training.
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.