Workforce Management Analyst

The Workforce Management Analyst will play a key role in maintaining and improving the workforce of the Access Center and its capabilities by effectively managing FTE supply to meet the business needs and service standards.

Requirements

• Analyzes historical work levels, Access Center arrival patterns and performance to generate forecasts for Access Center operational teams.
• Compares forecasts with actual results to identify variances, scheduling gaps and offers solutions to close them.
• Plans capacity and identifies changes needed to meet service-standard targets (via hiring, training, attrition).
• Leverages workforce management software to effectively plan resources, optimize staffing and shift staffing needs, while planning for variability in volume delivery.
• Coordinates implementation of workforce planning capabilities to onboard new functions to the Access Center in collaboration with key stakeholders.
• Analyzes Patient Engagement Partner availability, generates schedules, and manages schedule changes (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions,) to ensure that daily service standards are met.
• Optimizes staffing on a weekly basis to best meet volume patterns and improve efficiency of operations.
• Performs root cause analysis for operational and business review and planning.
• Facilitates recurring meetings with Management Engineering, Finance and Leadership teams aligning on volume and headcount forecast.

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan
• Health Insurance