Workforce Analyst

Stanford Health Care•Newark, NJ

1d•$43 - $56

About The Position

Assist in workforce planning activities, including producing reports and monitoring or adjusting staffing assignments based on call-volume forecasting, real-time analysis, customer requirements, and service levels. Monitor company and unit policies and procedures. The role supports workforce system administration, report production, schedule monitoring and adjustment, workforce training, and workforce-related projects. It may also provide guidance and oversee the work of Workforce Leads. The position supports Stanford Health Care's commitment to an exceptional patient and family experience and expects employees to follow the C-I-CARE standards for patient-centered interactions.

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 profiles, time off, skills and queues, upgrades, and ticket, issue, and maintenance management.
Check service performance and forecast accuracy at regular intervals during the day and take action to address abnormal volumes or contacts.
Monitor systems twice daily to ensure services are operating.
Generate and publish schedules, adjust forecasts in WFM, and assist the Manager with short- and long-term forecast analysis.
Create, store, and report historical statistics as needed, and record special events or conditions that may affect 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 opportunities for more efficient workforce utilization.
Monitor schedule adherence and coordinate with supervisors to manage staffing levels when they are outside acceptable thresholds.
Request overtime or VTO as necessary 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 and cross-training or new-hire training with Operations and the Training Team.
Participate in workforce-related projects.
May provide guidance and oversee the work of Workforce Leads.
Follow Stanford Health Care's C-I-CARE standards and support an exceptional patient and family experience.