Workforce Optimization Analyst, Access & Navigation, Full Time, Day Mahwah
About The Position
Under the direction of the Director, Consumer Access Strategy, supports workforce management activities for the Access & Navigation Center, including forecasting, scheduling, staffing, and workforce reporting. Collects, analyzes, and maintains workforce data to assist leadership in managing service levels, staffing plans, and operational performance. Provides routine and ad hoc reporting, monitors workforce trends, and supports schedule management activities to help ensure adequate staffing coverage and achievement of departmental goals. Works collaboratively with leadership and operational teams to identify workforce variances, communicate observations, and support process improvement initiatives.
Requirements
- Associate’s degree in business management or related field required.
- Minimum of two (2) years hands-on experience using WFM applications, e.g., Verint, Aspect, IEX.
- Minimum of three (3) years working in a contact center environment (50+ seats) preferably in a 7x24x365 environment.
- Proficiency in Microsoft Suite applications.
- Strong verbal and written communication skills, with the ability to effectively communicate with leadership, team members, and cross-functional stakeholders.
- Excellent analytical, organizational, and problem-solving skills, with strong attention to detail and accuracy.
- Ability to manage multiple priorities and work effectively in a fast-paced, collaborative healthcare environment.
- Proficiency in navigating healthcare systems and analyzing operational data to support workforce planning and decision-making.
- Strong interpersonal skills with the ability to build productive working relationships across departments and organizational levels.
Nice To Haves
- Bachelor’s degree preferred.
- Experience delivering presentations, facilitating training, or providing end-user support preferred.
Responsibilities
- Supports workforce management activities for the Access & Navigation Center, including forecasting, scheduling, staffing, and workforce reporting.
- Collects, analyzes, and maintains workforce data to assist leadership in managing service levels, staffing plans, and operational performance.
- Provides routine and ad hoc reporting, monitors workforce trends, and supports schedule management activities to help ensure adequate staffing coverage and achievement of departmental goals.
- Works collaboratively with leadership and operational teams to identify workforce variances, communicate observations, and support process improvement initiatives.
Benefits
- Medical/Prescription, Dental & Vision Discount Program (Full Time/Part Time Employees)
- Group Term Life Insurance and AD&D(Full Time Employees)
- Flexible Spending Accounts and Commuter Benefit Plans
- Supplemental Voluntary Benefits ( e.g. Short-term and Long-term Disability, Whole Life Insurance, Legal Support, etc.)
- 6 Paid Holidays, Paid Time Off (varies), Wellness Time Off, Extended Illness
- Retirement Plan
- Tuition Assistance
- Employee Assistance Program (EAP)
- Valley Health LifeStyles Fitness Center Membership Discount
- Day Care Discounts for Various Daycare Facilities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
