University of Utah Health Workforce Planning and Real Time Analyst - South Jordan in SOUTH JORDAN, Utah
As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA
The real time workforce analyst is responsible for providing a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. The key functional responsibility includes the demonstration of a strong understanding of how planning/forecasting staffing requirements translates to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations.
Monitors real time adherence/staffing, call statistics, and communicates with management team to ensure on/off phone activity is managed efficiently throughout the day.
Monitors sick line, tardiness, PTO, etc. and enters real time exceptions into scheduling software (absences, tardiness, meetings, projects, coaching, overtime, etc.).
Monitors program key performance indicators (KPIs) and adherence to goals on an interval, daily, weekly and monthly basis (service level, occupancy, abandonment, ASA, AHT, etc.).
Monitors intra-day call volume and staffing to ensure volume is compliant to forecast.
Schedules ad hoc (intra-day) activities to take advantage of underutilized agents.
Recommends voluntary time off to alleviate overstaffing.
Recommends overtime or additional hours needed based on revisions to forecast.
Coordinates with off-site locations to ensure consistent flow of communication with call center site and support assets (WFM, scheduling, etc.).
Accepts other duties as assigned.
Knowledge / Skills / Abilities
Demonstrated professional behavior, team work, punctual, dependable, and adheres to company policies and procedures.
Ability to perform the essential functions of the job as outlined above.
Ability to interpret complex policies and communicate information in an easily understood manner.
Ability to use professional judgment in reaching business solutions.
Ability to recommend changes based upon analysis performed and specialized knowledge.
Demonstrated analytical and communication skills.
Demonstrated understanding of general workforce management principles and practice.
Advanced knowledge of Microsoft Excel.
- Four years of experience with workforce management, or two years of applicable experience in addition to the completion of one year internal WFM internship.
Experience with Verint's Blue Pumpkin (WFO).
Experience with CMS Supervisor reporting tool.
Experience with Microsoft Access.
Experience with SQL programming language.
Working Conditions and Physical Demands
Employee must be able to meet the following requirements with or without an accommodation.
- This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.
Color Determination, Far Vision, Listening, Manual Dexterity, Near Vision, Non Indicated, Reaching, Sitting, Speaking
Requisition Number 32462
Employment Type Full-Time
Work Schedule Possible shifts within hours of: Mon-Fri from 7:00am-7:00pm and possible weekends
Location Name South Jordan Health Center
Patient Care? No
City SOUTH JORDAN
Department COR CST 35A GUEST REL CALL CTR
Category Call Center
The University of Utah Health Care is an Affirmative Action/Equal Opportunity employer. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities. The University of Utah Health Care is committed to diversity in its workforce. Women and minorities are encouraged to apply.