Workforce Management Analyst-Full-time Days
Northwestern Medicine, Chicago, IL, United States
Workforce Management Analyst
The Workforce Management Analyst reflects the mission, vision, and values of NM, adheres to the organizations Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.
The Workforce Management Analyst provides analytical and operational improvement support to the Manager of Access. This position facilitates primarily call center data analysis, trends, and supporting materials to lead improvement efforts in patient access. This role is responsible for maintaining and updating forecasts, analyzing and reporting on operational performance, and developing capacity plans to meet the service level expectation across the services centers within Access.
Responsibilities
Gather data using interviews, document analysis, surveys, site visits, business process description, workflow analysis, EDW reporting, Cisco/WFM software reporting, etc.
Critically evaluate information gathered from multiple sources, reconcile conflicts, deconstruct high-level information into details, abstract up from low-level information to a general understanding and recommendation
Ability to create, monitor, and analyze data for forecasting projections, trend analysis, and decision making purposes
Generate and maintain short-, mid- and long-term forecasts for call volume, call pattern, average handle time, staffing requirements, back office work and other business requirements for multiple skill groups utilizing the corporate data mart and workforce management software platform
Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements
Serve as the conduit between IT, Telecom and Access staff
Effectively utilize and integrate enterprise-wide requirement systems (EPIC, EDW, Cisco, NiCE etc.)
Successfully manage and engage in multiple initiatives simultaneously
Drive and challenge processes and operations assumptions of how they will successfully execute their plans
Collaborate with the key stakeholders to ensure that all KPIs are met
Ensure that forecasting models evolve with the business and customer needs and all forecasts are delivered on time and in line with business projection
Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments and achieve budgetary objectives
Oversee proactive scheduling of discretionary activities such as trainings, meetings, and offline activities
Monitor and coordinate activities to support operational performance management (e.g. service level, productivity, etc.)
Exception entry and intraday monitoring with the ability to identify and minimize coverage gaps by intraday modification
Strategically identify need for modification of current or additional call queues
Prepare multiple scenario analyses across multiple business units during annual budget cycle
Monitor daily transaction activity to ensure compliance with procedures
Develop tools to support staff and enhance efficiency
Other, non-call center, data and staffing analysis as needed
Perform other duties as assigned by Operations Coordinator, Manager, and Director
Qualifications
Required
Bachelor's degree or equivalent experience
Strong analytical and project management skills
Strong computer skills (Word, Excel, PowerPoint)
Preferred
Master's degree
Previous workforce management experience
Knowledge and application in Cisco, Calabrio, or similar telephonic systems (Verint, NiCE, Avaya, Aspect, etc)
Knowledge of SQL, Microsoft PowerBI or Tableau, and advanced proficiency in Excel
Exceptional interpersonal skills
Demonstrated customer service skills
Excellent verbal and written communication skills
Equal Opportunity
Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.
Benefits
We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well‑being while providing protection for unexpected life events. Please visit our Benefits section to learn more.
Sign-on Bonus Eligibility (if sign-on bonus offered for position)
Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.
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The Workforce Management Analyst reflects the mission, vision, and values of NM, adheres to the organizations Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.
The Workforce Management Analyst provides analytical and operational improvement support to the Manager of Access. This position facilitates primarily call center data analysis, trends, and supporting materials to lead improvement efforts in patient access. This role is responsible for maintaining and updating forecasts, analyzing and reporting on operational performance, and developing capacity plans to meet the service level expectation across the services centers within Access.
Responsibilities
Gather data using interviews, document analysis, surveys, site visits, business process description, workflow analysis, EDW reporting, Cisco/WFM software reporting, etc.
Critically evaluate information gathered from multiple sources, reconcile conflicts, deconstruct high-level information into details, abstract up from low-level information to a general understanding and recommendation
Ability to create, monitor, and analyze data for forecasting projections, trend analysis, and decision making purposes
Generate and maintain short-, mid- and long-term forecasts for call volume, call pattern, average handle time, staffing requirements, back office work and other business requirements for multiple skill groups utilizing the corporate data mart and workforce management software platform
Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements
Serve as the conduit between IT, Telecom and Access staff
Effectively utilize and integrate enterprise-wide requirement systems (EPIC, EDW, Cisco, NiCE etc.)
Successfully manage and engage in multiple initiatives simultaneously
Drive and challenge processes and operations assumptions of how they will successfully execute their plans
Collaborate with the key stakeholders to ensure that all KPIs are met
Ensure that forecasting models evolve with the business and customer needs and all forecasts are delivered on time and in line with business projection
Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments and achieve budgetary objectives
Oversee proactive scheduling of discretionary activities such as trainings, meetings, and offline activities
Monitor and coordinate activities to support operational performance management (e.g. service level, productivity, etc.)
Exception entry and intraday monitoring with the ability to identify and minimize coverage gaps by intraday modification
Strategically identify need for modification of current or additional call queues
Prepare multiple scenario analyses across multiple business units during annual budget cycle
Monitor daily transaction activity to ensure compliance with procedures
Develop tools to support staff and enhance efficiency
Other, non-call center, data and staffing analysis as needed
Perform other duties as assigned by Operations Coordinator, Manager, and Director
Qualifications
Required
Bachelor's degree or equivalent experience
Strong analytical and project management skills
Strong computer skills (Word, Excel, PowerPoint)
Preferred
Master's degree
Previous workforce management experience
Knowledge and application in Cisco, Calabrio, or similar telephonic systems (Verint, NiCE, Avaya, Aspect, etc)
Knowledge of SQL, Microsoft PowerBI or Tableau, and advanced proficiency in Excel
Exceptional interpersonal skills
Demonstrated customer service skills
Excellent verbal and written communication skills
Equal Opportunity
Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.
Benefits
We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well‑being while providing protection for unexpected life events. Please visit our Benefits section to learn more.
Sign-on Bonus Eligibility (if sign-on bonus offered for position)
Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.
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