We're unique. You should be, too. We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?
We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.
The Workforce Management Analyst, Solution Center is responsible for conducting analysis of data to identify trends, facilitate strategic workforce planning and improve Solution Center operations. The incumbent in this role is primarily focused on quantitative analysis and predictive modeling for the purpose of enhancing Solution Center operations and optimizing resources to achieve business objectives. He/She has the functional responsibility of understanding how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations.
ESSENTIAL JOB DUTIES/RESPONSIBILITIES: - Collects and analyzes data related to contact center trends, including call volume, call patterns, staff productivity, attrition rates and resource allocation. Uses analysis to forecast hiring, scheduling or other workforce planning needs.
- Maintains databases, validates source data and produces reports. Utilizes call volume reports to coordinate and complete capacity planning within the solution center.
- Conducts call pattern forecasting and schedule planning to meet business objectives.
- Monitors inbound call traffic and ensures efficient distribution based on staff availability. Facilitates intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals and business objectives.
- Analyzes performance data (noting recent historical trends) and conducts real-time re-forecasting for adjustments in staffing plans. Coordinates and communicates with Solution Center operations team to achieve goals and objectives for multi-site operations. Compares results to forecast and identify opportunities for improvement.
- Generates and evaluates staffing schedules; ensures scheduling system is up to date.
- Generates short- and long-term staffing models and provides recommendations based on analysis.
- Provides daily/intra-day performance reports to leadership.
- Performs other duties as assigned and modified at manager's discretion.
KNOWLEDGE, SKILLS AND ABILITIES: - Competent-level business acuity
- In-depth knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
- Strong computer literacy with a working knowledge of call center telephone system(s)
- Excellent verbal, presentation, written and interpersonal communication skills
- Strong verbal and written communication skills; keen ability to identify and seek needed information/research skills; superb analytical thinking skills
- Functions independently in relation to decision making, planning, analysis and problem resolution with input from appropriate leaders
- Exceptional ability to create forecasting and scheduling to that forecast is crucial
- Capable of applying broad theoretical job knowledge typically obtained through advanced education
- Ability to manage complex issues and problems, and refers only the most complex issues to higher-level staff
- Ability to work collaboratively in a complex medical group environment
- Ability to successfully perform in a complex changing environment
- Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook; competent in other systems required for the position
- Ability and willingness to travel locally, regionally and/or nationwide up to 10% of the time; flexible to work evening, weekends and/or holidays as needed
- Spoken and written fluency in English
- This job requires use and exercise of independent judgment
EDUCATION AND EXPERIENCE CRITERIA: - AA/AS degree in Business or Healthcare Administration, Human Resources or a closely related field required OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis
- BA/BS degree in a related discipline preferred
- A minimum of 3 years' professional work experience analyzing data and generating reports required; for a call center or in a customer service environment preferred
We're ChenMed and we're transforming healthcare for seniors and changing America's healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We're growing rapidly as we seek to rescue more and more seniors from inadequate health care.
ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people's lives every single day.
Current Employee apply HERE
Current Contingent Worker please see job aid HERE to apply