Workforce Management Analyst
Somerville, Massachusetts
Employer: Mass General Brigham
Industry: Data/Analytics
Salary: Competitive
Job type: Full-Time
The Ambulatory Contact Center (ACC) supports strategic operations of the Massachusetts General Brigham Hospitals and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization. The Workforce Management Analyst, under the guidance of and in collaboration with the department Manager, is responsible for key functions of ACC workforce planning.
The Workforce Management Analyst is responsible for daily efforts to provide superior customer and employee experience by effectively delivering real-time (intra-day) resource management. Key functional responsibility includes the ability to demonstrate a strong understanding of 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. The ability to create forecasting and scheduling to that forecast is crucial.
Qualifications
• Bachelor's Degree preferred with a degree in healthcare, management or similar
• Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment preferred.
• Experience with WFM software (Calabrio, Verint, Pipkins, NICE/IEX, etc.) that includes real-time adherence preferred.
• SWPP certification for workforce management is preferred
EEO Statement
Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.
The Workforce Management Analyst is responsible for daily efforts to provide superior customer and employee experience by effectively delivering real-time (intra-day) resource management. Key functional responsibility includes the ability to demonstrate a strong understanding of 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. The ability to create forecasting and scheduling to that forecast is crucial.
Qualifications
• Bachelor's Degree preferred with a degree in healthcare, management or similar
• Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment preferred.
• Experience with WFM software (Calabrio, Verint, Pipkins, NICE/IEX, etc.) that includes real-time adherence preferred.
• SWPP certification for workforce management is preferred
EEO Statement
Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.
Created: 2024-10-04
Reference: 3307192
Country: United States
State: Massachusetts
City: Somerville
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